Desktop Regional Lead - Enterprise IT & VIP Support

General Dynamics Information Technology (GDIT)

Chicago (IL)

On-site

USD 92,553,000 - 125,356,000

Full time

12 days ago

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Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Job summary

General Dynamics Information Technology (GDIT) is seeking a Desktop Regional Lead in the Chicago region to support the U.S. Department of Education with senior desktop leadership, hands-on support, and regional coordination.

You will lead daily desktop activities, mentor technicians, and coordinate workloads across multiple teams while ensuring consistent service delivery and documentation in ITSM systems. This onsite role requires 8+ years in related support, strong communication, and US

Qualifications

8+ years of related desktop support, endpoint support, IT operations, or enterprise technical support experience.
US citizenship required.
Role requires onsite work with regional travel.

Responsibilities

Lead and coordinate daily desktop support activities across the region, including incidents, service requests, deployments, and escalations.
Serve as the senior technical escalation point for complex desktop, laptop, hardware, software, connectivity, authentication, and peripheral issues.
Provide hands-on technical support while mentoring and guiding desktop support technicians.
Coordinate technician priorities and workloads to support timely resolution and consistent customer service.
Collaborate with Service Desk, Endpoint Services, Asset Management, Network Operations, Cybersecurity, Engineering, and other enterprise teams.
Support Windows 11, Microsoft 365, Teams, OneDrive, laptops, desktops, docking stations, monitors, printers, mobile devices, and enterprise applications.
Troubleshoot endpoint hardware, software, VPN, wireless, network connectivity, authentication, and peripheral issues.
Coordinate workstation refreshes, hardware replacements, software deployments, office moves, onboarding, offboarding, and other regional IT initiatives.
Provide advanced support for executives, VIP users, and other high-priority customers.
Monitor regional ticket queues, aging incidents, and escalations to ensure appropriate follow-up and resolution.
Support major incidents and high-priority technical events by coordinating regional troubleshooting and service restoration activities.
Ensure support activities are accurately documented in ServiceNow and performed in accordance with established ITSM processes and technical standards.
Maintain accurate regional asset, inventory, configuration, and technical documentation.
Communicate regional issues, risks, trends, and operational needs to technical and operational leadership.