The Network Account Management Lead provides day-to-day operational leadership and coordination for account management and badge provisioning services supporting Department of State users. This role ensures technicians execute identity and access management activities effectively, follow established procedures, and meet service level expectations.

The Lead serves as the primary point of contact for account-related escalations, badge provisioning operations, workload distribution, and alignment with enterprise identity, security, and personnel systems, while working closely with the Service Manager and Regional leadership.

The Network Account Management Lead bridges technical execution with frontline supervision, coordinating service delivery across account lifecycle management (create, modify, disable) and badge issuance, reinforcing security and compliance standards, and ensuring consistent, high-quality support in a mission-critical environment.

Primary Responsibilities

Daily Operational Coordination
Oversee daily deskside support activities, ensuring incidents, service requests, and walkups are resolved in accordance with SLAs and performance targets.
Monitor queues and assign work to technicians to maintain balanced workloads and efficient service delivery.

Technical Leadership & Guidance
Serve as the senior onsite technical resource for complex issues and escalations.
Provide coaching, troubleshooting assistance, and subject matter guidance to deskside technicians.

Team Oversight & Accountability

Reinforce expectations, SOPs, and performance standards for account management and badge services.
Assist with scheduling, workload balancing, and day-to-day personnel coordination.
Ensure accountability for accuracy, timeliness, and security compliance in all transactions.

Process Compliance & Execution

Ensure adherence to ITIL 4 practices, identity and access management (IAM) policies, and security controls.
Validate that all account actions follow proper approval workflows and audit requirements.
Identify and report process gaps, recurring issues, or compliance risks to leadership.

Customer & Stakeholder Coordination
Act as the onsite point of contact for end users, local leadership, and partner IT teams.
Coordinate deskside support activities with IT Mart, Refresh, Mobile/Remote Support, and other service groups.

Escalation Handling
Serve as the first line of escalation for complex or highvisibility technical account management issues
Escalate unresolved or systemic issues to the Regional Manager with clear documentation and recommendations.

Training & Staff Development
Assist with onboarding of new technicians, including system access, tool usage, and process training.
Promote crosstraining and knowledge sharing to strengthen team capability and consistency.

Continuous Improvement
Identify opportunities to enhance support efficiency, customer satisfaction, and technician performance.
Support regional initiatives focused on queue optimization, automation, process standardization, and service quality.

Scope of Role
Provides frontline leadership for deskside support operations at a single site or cluster of nearby locations.
Coordinates a team of Tier 2 technicians in a highvolume, missioncritical environment.
Works closely with the Regional Desktop Support Manager to ensure alignment with program objectives.

Education and Experience
Associate degree in Information Technology or a related field (or equivalent experience).
46 years of IT experience, with at least 12 years in a senior technician or lead role.
Strong background in deskside support, hardware/software troubleshooting, and enterprise endpoint management.
ITIL 4 certification preferred; CompTIA A+, Network+, or Security+ desirable.
Experience supporting large enterprise or government IT environments strongly preferred.

OWN YOUR OPPORTUNITY
Join GDITs enterprise IT mission and help lead frontline support teams delivering critical IT services to the Department of State. As a Desktop Support Team Lead, you will mentor technicians, guide service delivery, and help ensure exceptional customer support across a complex, fastpaced environment.