Help Desk Manager/Administrator
Job Duties And Responsibilities
- Lead and manage Tier II and Tier III Help Desk operations in accordance with government-approved procedures.
- Supervise functional analysts, developers, and DBAs supporting application troubleshooting, defect resolution, and data correction scripts.
- Oversee ticket management, escalation procedures, and defect/bug tracking in approved repositories.
- Collect and analyze Help Desk metrics (response time, mean time to repair, call abandonment rates) and report monthly.
- Ensure compliance with AFLCMC/GB4 OKRs and adjust workload priorities to meet timeliness objectives.
- Coordinate after-hours support for urgent Tier III issues as required.
- Maintain and update user-facing documentation, knowledge bases, and SOPs.
Job Requirements (Education/Skills/Experience)
- Active Secret clearance required.
- Must have IAT-II certification.
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 5+ years in IT help desk/support roles, with at least 2 years in a leadership capacity.
- Experience in DoD environments, Service Desk tools, and ITIL practices.
- Strong knowledge of defect tracking and reporting in Agile software environments.
- Excellent communication and customer service skills.
About the Role
The Help Desk Manager/Administrator 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.
Qualifications
Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that delivers IT, professional, and environmental solutions to advance the missions of federal, state, and tribal government agencies. As thought leaders and innovators, our team of specialists build client-centric solutions that solve critical challenges faced by defense, civilian, and healthcare organizations. Employing a mission-focused approach, we deliver value that not only enhances current operations, but also drives future change.
Benefits
We participate in E-Verify.
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