Remote IT Help Desk Manager (Federal Contract)

DMI; United States; Remote; USD 97,000 - 121,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

401(k) match

Performance awards

Wellness programs

Job summary

DMI, a leading provider of digital services, is seeking an experienced IT Help Desk Manager to oversee our support operations on a federal government contract. You will lead a team of help desk technicians, ensure SLA adherence, and coordinate with cybersecurity and infrastructure teams to maintain secure, reliable IT services.

The role requires a Bachelor’s degree, 5–8 years in IT support, and 2–3 years of leadership, with ITIL or CHDM certifications a plus.

Qualifications

• Bachelor’s degree required; ITIL, CompTIA A+, CHDM certifications a plus.
• 5–8 years in IT support or help desk roles; 2–3 years in team management.

Responsibilities

• Lead a team of IT help desk technicians and manage ticketing operations.
• Ensure incident resolution and SLA adherence; escalate as needed.
• Coordinate with cybersecurity and infrastructure teams for secure IT operations.
• Conduct performance reviews and training to improve service quality.
• Develop and maintain reports on help desk performance and trends.

Skills

Team leadership

Customer service

IT infrastructure

Communication

Budgeting

Problem solving

Education

Bachelor’s Degree in a relevant field

Job description

DMI, a leading provider of digital services, is seeking an experienced IT Help Desk Manager to oversee our support operations on a federal government contract. You will lead a team of help desk technicians, ensure SLA adherence, and coordinate with cybersecurity and infrastructure teams to maintain secure, reliable IT services.

The role requires a Bachelor’s degree, 5–8 years in IT support, and 2–3 years of leadership, with ITIL or CHDM certifications a plus.