Remote IT Help Desk Manager | Federal IT Leadership

Digital Management Llc; Tysons (VA); Hybrid; USD 97,000 - 121,000; Full time

Job summary

DMI, LLC is seeking an experienced IT Help Desk Manager to oversee our federal government contract help desk operations from Tysons Corner, VA. You will lead a team of technicians, ensuring high-quality customer service and efficient resolution of issues to support government needs.

The role requires deep IT infrastructure knowledge and familiarity with federal regulations. Responsibilities include managing incidents, ensuring SLAs, coordinating with vendors, training staff, and maintaining a

Qualifications

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

Responsibilities

• Lead, mentor, and manage a team of IT help desk technicians.
• Oversee service desk operations, ticketing, SLAs, and issue escalation.
• Provide hands-on support for end-user hardware and software issues.
• Ensure compliance with federal regulations and security standards.
• Develop training programs and conduct performance reviews.

Skills

Leadership

Team Management

Customer Service

IT Support

Incident Management

Communication

Budgeting

Regulatory Compliance

Education

Bachelor’s Degree in a relevant field

ITIL Certification

Tools

Ticketing systems

Windows Server

NIST familiarity

Job description

DMI, LLC is seeking an experienced IT Help Desk Manager to oversee our federal government contract help desk operations from Tysons Corner, VA. You will lead a team of technicians, ensuring high-quality customer service and efficient resolution of issues to support government needs.

The role requires deep IT infrastructure knowledge and familiarity with federal regulations. Responsibilities include managing incidents, ensuring SLAs, coordinating with vendors, training staff, and maintaining a