Help Desk Manager/Administrator jobs in United States
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Diné Development Corporation · 4 months ago

Help Desk Manager/Administrator

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
date5+ years exp

Diné Development Corporation is a Navajo Nation owned company that provides IT and professional solutions to government agencies. They are seeking a Help Desk Manager/Administrator to oversee Tier II and Tier III support for their Geospatial Engineering Operations Mapping and Analysis Portal (GEOMAP), ensuring rapid resolution of user issues and optimal operational uptime.

Executive Office
badNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

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
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

Qualification

IAT-II certificationHelp Desk managementDoD environments experienceAgile software environmentsCustomer service skillsCommunication

Required

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

Company

Diné Development Corporation

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Diné Development Corporation (DDC) is a family of companies that delivers IT, engineering, and professional services solutions that solve the dynamic challenges of federal agencies.
dateFounded in 2004
location
Scottsdale, Arizona, US
people-size501-1000 employees
web-link
http://ddc-dine.com/

Funding

Current Stage
Late Stage

Leadership Team

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Austin Tsosie, MBA
Chief Executive Officer
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Jacqueline Murray
Chief Operating Officer
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Company data provided by crunchbase