Help Desk Manager

The Help Desk Manager will oversee Tier II and Tier III support for the Geospatial Engineering Operations Mapping and Analysis Portal (GEOMAP), ensuring rapid resolution of user issues, defect management, and optimal operational uptime. This role includes managing help desk staff, maintaining performance metrics, and ensuring compliance with Air Force Lifecycle Management Center (AFLCMC) Objectives and Key Results (OKRs)., * Lead and manage Tier II and Tier III Help Desk operations in accordance with government-approved procedures.

• Supervise functional analysts, developers, and database administrators supporting application troubleshooting, defect resolution, and data correction scripts.
• Oversee ticket management, escalation procedures, and defect and bug tracking in approved repositories.
• Collect and analyze Help Desk performance metrics, including response time, mean time to repair, and call abandonment rates, and provide monthly reports.
• Ensure compliance with AFLCMC and GB4 OKRs and adjust workload priorities to meet timeliness objectives.
• Participate in root cause analyses for recurring issues and recommend process improvements.
• Coordinate after-hours support for urgent Tier III issues as required.
• Maintain and update user-facing documentation, knowledge bases, and standard operating procedures.
• Performs other related duties as assigned.

Do you have experience in Team management?, Do you have a Bachelor’s degree?, * Active Secret clearance required.

• IAT Level II certification required.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of five (5) years of experience in IT help desk or support roles, with at least two (2) years in a leadership capacity.
• Experience supporting systems in Department of Defense environments.
• Experience with Service Desk tools and ITIL practices.
• Strong knowledge of defect tracking and reporting in Agile software environments.
• Excellent communication and customer service skills.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Employee assistance program, Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.

Diné Development Corporation (DDC) is a Navajo Nation-owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve.