Help Desk Specialist - Manager

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

NOVA-Dine, LLC is seeking a Help Desk Specialist - Manager to support the Defense Enclave Services (DES) DODNet Migration Execution Services (MES-NET) program. This initiative supports DISA’s modernization and migration of Department of Defense Fourth Estate agencies into a unified enterprise network environment. The selected candidate will lead service desk and end-user support activities associated with large-scale network and endpoint migration efforts while ensuring exceptional customer support throughout all phases of execution. The position supports mission operations at DISA Headquarters in Fort Meade, Maryland.

This role is ideal for a hands-on leader who thrives in fast-paced environments, enjoys solving complex technical challenges, and can effectively manage customer expectations while leading technical support teams through enterprise modernization initiatives.

*This position is contingent upon contract need.*

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.

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

• Certification Requirements: N/A

• Any other work-related qualifications needed for the role:

• 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: $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]