Help Desk Specialist - Manager

Ddc Dine; Fort Meade (MD); Vor Ort; USD 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

Medical, dental, vision

Retirement with company match

Paid time off

Tuition reimbursement

Zusammenfassung

Diné Development Corporation (DDC) is seeking an experienced Service Desk Manager to lead daily operations supporting migration activities and coordinate with engineering, cybersecurity, and operations teams.

The role requires 8 years of enterprise IT support experience, including 3 years leading service desk teams, and a background with Microsoft technologies and ITSM tools like ServiceNow. Eligible full-time benefit package available in Fort Meade area.

Qualifikationen

• 8 years supporting enterprise IT environments
• 3 years leading technical support of service desk teams
• Experience with Microsoft enterprise technologies

Aufgaben

• Lead daily Service Desk and Help Desk operations.
• 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.

Kenntnisse

Enterprise IT support

Service desk leadership

Troubleshooting

Customer service

Ausbildung

Bachelor's degree or equivalent

Tools

ServiceNow

Jobbeschreibung

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.
• *This position is contingent upon contract need.*

Qualifications

• Years of Experience: 8 years supporting enterprise IT environments 3 years leading technical support of service desk teams
• Education Level: bachelor’s degree OR equivalent combination of experience and education
• Clearance Requirements: Active Secret
• Experience supporting 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.

Preferred Qualifications

• Experience supporting DISA, DoD, or federal programs.
• ITIL Foundation certification.
• Experience supporting large-scale migration or modernization efforts.
• Experience supporting classified environments.

Salary Range

Salary Range: $45,000 to $65,000 The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.

About Us

Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve.

Benefits

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.

EEO Statement

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify. DDC is committed to providing equal employment opportunities to all applicants and employees.

If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance [e-mail]