GDIT is excited to support the Securities and Exchange Commission (SEC) in meeting their mission to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC’s IT infrastructure. Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC.We are currently seeking an IT Service Desk Support Lead to provide supervision and direction as needed to support staff, to include technical direction. This position is based in Washington, DC with a hybrid onsite/remote schedule. Candidates must be UC Citizens (without dual citizenship) and eligible obtain the required public trust clearance. Duties include the following:Responsible for managing the IT technical support team. Leads daily operations and support function of the IT support team, assigning daily tasks. Serves as the single POC for issues involving IT support, such as SLA achievement, workflows, crisis management, prioritization of work, staff assignments and coaching and project support. Responsible for the inventory control within the support team's areas. Oversees multiple teams and roles that are within IT support. Experience: Must have a minimum of 6 years of experience in providing IT Support, with 1 year of experience in a leadership role managing teams and technologies that span across all end-user hardware and software.In-depth experience managing SLAs, performance metrics i.e. average speed to answer, first call resolution and customer satisfactionExperience Creating SOPs and Knowledge ArticlesTraining personnelConducting quality control monitoringReporting related to top call driversResponding to escalations and customer satisfaction requestsCompTIA A+ certification may be substituted for 1 year experience.