Help Desk Manager

Help Desk Manager

DDC IT SERVICES LLC - 2.5

Scottsdale, AZ Job Details Full-time 19 hours ago Benefits Disability insurance Health insurance Dental insurance Tuition reimbursement Paid time off Employee assistance program Vision insurance Retirement plan Qualifications IT service management Supervising experience Team management Customer support ticket management

IT IAT IAT

Level II Full Job Description 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). Responsibilities 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. Qualifications 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. 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 the communities we serve. Benefits 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. EEO Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60‑1.4(a), 60‑300.5(a), and 60‑741.5(a) . These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E‑Verify.