Remote IT Help Desk Manager – Federal Contract Leader

Digital Management Llc; United States; Remote; USD 97,000 - 121,000; Full time

Job summary

DMI, LLC is seeking an experienced IT Help Desk Manager to oversee federal contract support, lead a team of help desk professionals, and ensure responsive, compliant IT services. The role requires in-depth IT infrastructure knowledge and the ability to optimize help desk operations.

The position involves managing incidents, SLAs, and staff training, while collaborating with cybersecurity teams to maintain secure IT systems. Remote US work is supported.

Qualifications

• Bachelor’s degree in a relevant field is required or preferred.
• 5 to 8 years in IT support or help desk roles with 2–3 years in leadership.
• Certifications such as ITIL, CompTIA A+ or CHDM are a plus.

Responsibilities

• Lead and mentor the help desk team to resolve user issues efficiently.
• Oversee ticketing, SLA adherence, and incident escalation.
• Provide hands-on support for end-user hardware and software.
• Ensure compliance with federal regulations and security standards.
• Develop training, reports, and process improvements.

Skills

Leadership

Team Management

Customer Service

IT Service Desk

Education

Bachelor's Degree in Computer Science, IT, or related field

Tools

ITIL

CompTIA A+

CHDM (certification)

Job description

DMI, LLC is seeking an experienced IT Help Desk Manager to oversee federal contract support, lead a team of help desk professionals, and ensure responsive, compliant IT services. The role requires in-depth IT infrastructure knowledge and the ability to optimize help desk operations.

The position involves managing incidents, SLAs, and staff training, while collaborating with cybersecurity teams to maintain secure IT systems. Remote US work is supported.