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# IT Help Desk Manager

- **Company:** DMI Digital Management Inc
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $97,193.0 - $121,492.0
- **Contract:** Permanent contract
- **Skills:** Desktop Computing, Information Technology Operations, Software Engineering, Privacy Controls, Peripherals, Information Technology, Network Server
- **Published:** October 14, 2026
- **Apply:** https://diversityjobs.com/career/18626895/It-Help-Desk-Manager

## About the Role

Education and Years of Experience:

 * A Bachelor's Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
 * 5 to 8 years' experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.
 * Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) is a plus.

Additional Requirements:

 * In-depth knowledge of IT systems, infrastructure, and software development
 * Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
 * Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions.
 * Effective communication with stakeholders, team members, and senior management.
 * Budgeting and financial oversight skills to effectively manage the contract
 * Ability to allocate resources efficiently and track expenses.

Citizenship Status Required: Must be a U.S. Citizen

## Description

DMI, LLC is seeking an experienced and highly organized IT Help Desk Manager to oversee our IT support operations for a federal government contract. The IT Help Desk Manager will be responsible for leading a team of help desk professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations., * Supervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues.

 * Develop training materials and provide ongoing training to staff to enhance technical skills and customer service.
 * Conduct performance reviews and offer feedback for continuous improvement.
 * Foster a collaborative and solution-oriented team culture.

Service Desk Operations:

 * Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
 * Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
 * Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.

Technical Support & Troubleshooting:

 * Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.
 * Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.
 * Coordinate with vendors, contractors, and internal teams to resolve complex technical issues.

Compliance & Security:

 * Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
 * Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
 * Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.

Reporting & Continuous Improvement:

 * Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
 * Analyze performance data to identify areas for improvement and implement process improvements.
 * Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.