Help Desk Lead - Enterprise Migration & VIP Support

Dine Development Corporation; Fort Meade (FL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement savings with company match

Paid time off

Tuition reimbursement

Job summary

Dine Development Corporation (DDC) is seeking a Help Desk Specialist - Manager to lead the Service Desk and end-user support for the DES MES-NET migration program. The role will supervise Tier 1 and 2 technicians, manage ticket queues, and coordinate with engineering, cybersecurity, and operations teams at DISA Headquarters in Fort Meade, MD.

The ideal candidate has 8 years in enterprise IT, 3 years leading service desks, a Bachelor's degree or equivalent, and an active Secret clearance.

Qualifications

• 8 years supporting enterprise IT environments.
• 3 years leading technical support of service desk teams.
• Bachelor's degree or equivalent combination of experience and education.
• Active Secret clearance.
• Experience with Microsoft enterprise technologies.
• Experience with ServiceNow or similar ITSM platform.
• Strong troubleshooting and customer service skills.
• Ability to work effectively in a dynamic, mission-focused environment.

Responsibilities

• Lead daily Service Desk and Help Desk operations supporting migration activities.
• Supervise technical support personnel providing Tier 1 and Tier 2 support services.
• Manage ticket queues, escalations, and support workflows to ensure timely resolution of incidents and service requests.
• Coordinate support activities with engineering, cybersecurity, migration, and operations teams.
• Support endpoint migration activities and user transition efforts.
• Monitor customer experience and service performance metrics.
• Provide reporting, status updates, and recommendations to program leadership.
• Ensure compliance with established ITSM processes and operational procedures.
• Support VIP and executive customer migration activities as required.
• Participate in planning sessions, operational reviews, and transition activities.
• Other duties as assigned.

Skills

Microsoft enterprise technologies

ServiceNow

Troubleshooting & customer service

Service desk leadership

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Dine Development Corporation (DDC) is seeking a Help Desk Specialist - Manager to lead the Service Desk and end-user support for the DES MES-NET migration program. The role will supervise Tier 1 and 2 technicians, manage ticket queues, and coordinate with engineering, cybersecurity, and operations teams at DISA Headquarters in Fort Meade, MD.

The ideal candidate has 8 years in enterprise IT, 3 years leading service desks, a Bachelor's degree or equivalent, and an active Secret clearance.