Help Desk Specialist - Manager with Security Clearance

About the role

NOVA-Dine, LLC is seeking a Help Desk Specialist - Manager to support the Defense Enclave Services (DES) DODNet Migration Execution Services (MES-NET) program. This initiative supports DISA's modernization and migration of Department of Defense Fourth Estate agencies into a unified enterprise network environment. The selected candidate will lead service desk and end-user support activities associated with large-scale network and endpoint migration efforts while ensuring exceptional customer support throughout all phases of execution. The position supports mission operations at DISA Headquarters in Fort Meade, Maryland. This role is ideal for a hands-on leader who thrives in fast-paced environments, enjoys solving complex technical challenges, and can effectively manage customer expectations while leading technical support teams through enterprise modernization initiatives. This position is contingent upon contract need.

Responsibilities

• Lead daily Service Desk and Help Desk operations supporting migration activities.
• 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.
• Participate in planning sessions, operational reviews, and transition activities.
• Other duties as assigned.

Qualifications

• 8 years supporting enterprise IT environments
• 3 years leading technical support or service desk teams
• Bachelor's degree OR equivalent combination of experience and education
• Active Secret clearance
• Experience supporting Microsoft enterprise technologies
• Experience with ServiceNow or similar ITSM platform
• Strong troubleshooting and customer service skills
• Ability to work effectively in a dynamic, mission-focused environment

Preferred Qualifications

• Experience supporting DISA, DoD, or federal programs
• ITIL Foundation certification
• Experience supporting large-scale migration or modernization efforts
• Experience supporting classified environments

Pay

Salary range: $45,000 to $65,000. Actual compensation determined by responsibilities, education, experience, skills, internal equity, market considerations, and applicable legal requirements.

Benefits

• Medical, dental, and vision coverage
• Life and disability coverage
• Retirement savings with company match
• Paid time off
• Voluntary supplemental benefits
• Employee assistance program
• Educational assistance with tuition reimbursement

About Us

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 communities we serve.