Desktop Lead - Military veterans preferred



  full-time   employee

District of Columbia
United States


Seeking a Desktop Lead to support the operation of IT shared services for a large government agency. The Desktop Lead reports to Desktop Manager and is responsible for providing technical expertise to support the planning, testing, and troubleshooting of desktop hardware and software.



  • Clearance Level Must Currently Possess: None 
  • Clearance Level Must Be Able to Obtain: Other Clearance 
  • AA degree in related discipline.
  • Minimum 3 years' Desktop/Helpdesk experience with supervisory experience.
  • Technical expertise in Microsoft 365, commercial desktop tools, and networks to provide advanced assistance to the distributed team of desktop engineers.
  • Hands- on troubleshooting skills for complex and advanced end-user issues with hardware and software to achieve associated SLAs. 
  • Knowledge of Virtual Desktop Infrastructure (VDI) implementations (e.g. Microsoft and VMware). 
  • Knowledge of commercial service management system tools (e.g. BMC Remedy and ServiceNow) to ensure the accuracy of ticket updates from the desktop engineering team. 
  • Ability to assist in defining core software image package specifications. 
  • Ability to consult on desktop image test plans, perform hands-on testing, and ensure accuracy of all test results. 
  • Ability to apply hardware and software knowledge to provide advanced technical assistance for all Desktop Install, Move, Add, and Change (IMAC) tasks and achieve associated SLAs. 
  • Ability to use commercial service management system tools (e.g. BMC Remedy and ServiceNow) to collect data for desktop quality metrics reports.
  • Experience troubleshooting, testing, and deploying standard endpoint images.
  • Experience performing supervisory functions and OJT training.
  • Knowledge of ITIL.
  • Excellent written and verbal communications skills are required to collaborate with agency personnel and subcontractor team.