IT Help Desk Manager

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About The Opportunity

We are 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.

Key Responsibilities

• Leadership & Team Management:
• 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.
  

Qualifications

• 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)
  
  

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.
  
  

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

Physical Requirements: No Physical requirement needed for this position .

Location: Remote, US within the DMV area

Working at DMI

Benefits

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
  
  

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

********* No Agencies Please *********

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

Job ID: 2024-27469