Service Desk Lead: Migrations & VIP Support

Ddc Dine

Fort Meade (MD)

On-site

USD 45,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, vision

Retirement with company match

Paid time off

Tuition reimbursement

Job summary

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.

Qualifications

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

Responsibilities

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.