Help Desk Manager: Lead Enterprise Migration & VIP Support

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

Benefits offered by this job

Medical, dental, vision

Life and disability insurance

Retirement savings with company match

Paid time off

Tuition reimbursement

Job summary

Diné Development Corporation (DDC) seeks a Help Desk Specialist - Manager to lead service desk operations and end-user support for large-scale migration efforts at DISA/Fort Meade. You will supervise Tier 1-2 staff, manage incidents, coordinate with cross-functional teams, and ensure high customer satisfaction throughout all phases of execution.

The role requires 8+ years in IT, 3+ years in leadership, a Bachelor’s degree or equiv., 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 education and experience.
• Active Secret clearance.
• Experience with Microsoft enterprise technologies and ServiceNow.
• Strong troubleshooting and customer-service skills.
• Ability to work in a dynamic, mission-focused environment.

Responsibilities

• Lead daily Service Desk and Help Desk operations supporting migration activities.
• Supervise Tier 1 and Tier 2 support personnel.
• Manage ticket queues, escalations, and workflows for timely resolutions.
• Coordinate with engineering, cybersecurity, migration, and operations teams.
• Support endpoint migration activities and user transitions.
• Monitor customer experience and service performance metrics.
• Provide reporting, status updates, and recommendations to leadership.
• Ensure ITSM processes and procedures are followed.
• Support VIP/executive migrations as required.
• Participate in planning sessions and transition activities.
• Perform other duties as assigned.

Skills

Leadership

Troubleshooting

Customer service

Communication

Team coordination

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Microsoft enterprise technologies

Job description

Diné Development Corporation (DDC) seeks a Help Desk Specialist - Manager to lead service desk operations and end-user support for large-scale migration efforts at DISA/Fort Meade. You will supervise Tier 1-2 staff, manage incidents, coordinate with cross-functional teams, and ensure high customer satisfaction throughout all phases of execution.

The role requires 8+ years in IT, 3+ years in leadership, a Bachelor’s degree or equiv., and an Active Secret clearance.