Help Desk Manager

Job Summary:

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. This role includes managing help desk staff, maintaining performance metrics, and ensuring compliance with Air Force Lifecycle Management Center (AFLCMC) OKRs.

Job Duties and Responsibilities:

*This position is contingent based upon contract award*

• 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.
• 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 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.

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. Closely aligned with this approach is our commitment to advancing the Navajo Nation and its People. Through economic development and community empowerment, we elevate the Navajo Nation to provide lasting impact and sustainable growth for future generations. DDC's ability to unite legacy-inspired technologies, industry best practices, and proven methodologies has contributed to our success for twenty years.

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.