Help Desk Manager - 305512

Description

DNI is seeking a Help Desk Team Lead to support a mission-focused federal IT environment at Wright-Patterson Air Force Base, Ohio. This role leads day-to-day help desk and field service operations, serves as a primary point of contact for user support, and ensures incidents, service requests, documentation, and escalation activities are handled in accordance with contract requirements and service-level expectations.

The Help Desk Team Lead is responsible for coordinating technician workload, maintaining ticket quality and process discipline, improving response and resolution performance, and supporting secure, compliant delivery of IT services across the supported enterprise environment.
Key Responsibilities

• Lead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.
• Supervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.
• Ensure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.
• Maintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.
• Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.
• Maintain the government-designated help desk call management and process-tracking system, including updates, workflow refinement, and accurate historical records of actions taken by the IT staff.
• Ensure technicians are proficient in established IT processes and use the help desk management system effectively to improve operational efficiency and customer support quality.
• Support hardware and software service delivery, including user assistance, deployments, configuration, troubleshooting, and coordination with other technical teams when escalation is required.
• Oversee inventory-related support activities tied to help desk operations, including bench stock accountability and coordination of IT asset support processes.
• Communicate clearly with users and stakeholders regarding outages, maintenance windows, service status, and resolution updates.
• Develop and maintain continuity materials, process guides, and operational documentation to support consistent service delivery and team readiness.

Requirements

• Active Secret clearance (or higher)
• CompTIA Security+ (or 8140.02 equivalent)
• Senior Level experience with MS Windows, MS Active Directory (Group Management, Permissions), MS Office Products, SharePoint, Teams, etc.
• Experience leading or supervising help desk, desktop support, or field service teams in a DoD, federal, or similarly structured enterprise IT environment.
• Hands-on experience with incident management, ticket triage, escalation management, and customer support operations.
• Familiarity with IT service management and tracking platforms used to log, assign, monitor, and close support requests.
• Strong troubleshooting, documentation, communication, and team coordination skills.
• Ability to work effectively in a mission-driven environment with shifting priorities, high-visibility requests, and defined response timelines.

Preferred Qualifications

• Experience supporting Air Force, DoD, or other federal enterprise IT environments.
• Experience leading teams that support both telephone-based help desk operations and on-site field service response.
• Working knowledge of asset management, endpoint deployment, and enterprise software support processes.
• Experience developing process improvements, knowledge articles, continuity documentation, or service metrics reporting.

Benefits

Benefits Include:

• Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
• Matching 401K
• Short- and Long-Term Disability
• Pet Insurance
• Professional Development/Education Reimbursement
• Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.