Help Desk Manager - 305512

Delaware Nation Industries; Bath Township (OH); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Premium benefits

401K matching

Disability insurance

Pet Insurance

Education reimbursement

Parking and transit benefits

Job summary

Delaware Nation Industries seeks a Help Desk Team Lead to support a mission-focused federal IT environment at Wright-Patterson AFB, Ohio. The role leads day-to-day help desk and field service operations, acting as the primary user-support contact and ensuring incidents and requests are handled per contract and SLAs.

The position coordinates technician workload, maintains ticket quality, and drives improvements in response, resolution, and documentation across the enterprise IT environment.

Qualifications

• Active Secret clearance or higher.
• Experience leading/help desk teams in DoD/federal environments.
• Strong incident management, ticket triage, and escalation skills.
• Proficient in ITSM platforms, documentation, and user support workflows.

Responsibilities

• Lead daily help desk and field service operations; ensure issues are logged, prioritized, assigned, tracked, and resolved.
• Coordinate technician workload and monitor ticket quality and response times.
• Maintain documented problem descriptions, analyses, actions, and resolutions.
• Improve help desk workflows, standards, and response performance.
• Oversee service levels, prioritization, first-call resolution, and escalation timelines.
• Manage call management system updates, history, and process-tracking.
• Ensure staff proficiency in IT processes and effective use of the help desk tool.
• Support hardware/software delivery, deployments, configuration, troubleshooting, and escalation.
• Oversee inventory-related support and asset management processes.
• Communicate outages, maintenance windows, and service status to users.
• Develop continuity materials, guides, and operational documentation.

Skills

Active Secret clearance

Windows & Active Directory

MS Office Suite

SharePoint & Teams

Help desk leadership

Incident management

Ticket triage

Escalation management

ITSM platforms

Troubleshooting

Documentation

Communication

Team coordination

Adaptability to shifting priorities

Education

Security+ Certification (or 8140.02 equivalent)

Job description

DNI is seeking a Help Desk Team Lead to support a mission-focused federal IT environment at Wright-Patterson Air Force Base, Ohio. This role leads day-to-day help desk and field service operations, serves as a primary point of contact for user support, and ensures incidents, service requests, documentation, and escalation activities are handled in accordance with contract requirements and service-level expectations.

The Help Desk Team Lead is responsible for coordinating technician workload, maintaining ticket quality and process discipline, improving response and resolution performance, and supporting secure, compliant delivery of IT services across the supported enterprise environment.

Key Responsibilities

• Lead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.
• Supervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.
• Ensure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.
• Maintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.
• Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.
• Maintain the government-designated help desk call management and process-tracking system, including updates, workflow refinement, and accurate historical records of actions taken by the IT staff.
• Ensure technicians are proficient in established IT processes and use the help desk management system effectively to improve operational efficiency and customer support quality.
• Support hardware and software service delivery, including user assistance, deployments, configuration, troubleshooting, and coordination with other technical teams when escalation is required.
• Oversee inventory-related support activities tied to help desk operations, including bench stock accountability and coordination of IT asset support processes.
• Communicate clearly with users and stakeholders regarding outages, maintenance windows, service status, and resolution updates.
• Develop and maintain continuity materials, process guides, and operational documentation to support consistent service delivery and team readiness.

• Active Secret clearance (or higher)
• CompTIA Security+ (or 8140.02 equivalent)
• Senior Level experience with MS Windows, MS Active Directory (Group Management, Permissions), MS Office Products, SharePoint, Teams, etc.
• Experience leading or supervising help desk, desktop support, or field service teams in a DoD, federal, or similarly structured enterprise IT environment.
• Hands-on experience with incident management, ticket triage, escalation management, and customer support operations.
• Familiarity with IT service management and tracking platforms used to log, assign, monitor, and close support requests.
• Strong troubleshooting, documentation, communication, and team coordination skills.
• Ability to work effectively in a mission-driven environment with shifting priorities, high-visibility requests, and defined response timelines.

Preferred Qualifications

• Experience supporting Air Force, DoD, or other federal enterprise IT environments.
• Experience leading teams that support both telephone-based help desk operations and on-site field service response.
• Working knowledge of asset management, endpoint deployment, and enterprise software support processes.
• Experience developing process improvements, knowledge articles, continuity documentation, or service metrics reporting.

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.