Help Desk Manager - 305512

DNI is seeking a Help Desk Team Lead to support a mission-focused federal IT environment at Wright-Patterson Air Force Base, Ohio. This role leads day-to-day help desk and field service operations, serves as a primary point of contact for user support, and ensures incidents, service requests, documentation, and escalation activities are handled in accordance with contract requirements and service-level expectations.

The Help Desk Team Lead is responsible for coordinating technician workload, maintaining ticket quality and process discipline, improving response and resolution performance, and supporting secure, compliant delivery of IT services across the supported enterprise environment.

Key Responsibilities

Lead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.

Supervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.

Ensure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.

Maintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.

Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.

Maintain the government-designated help desk call management and process-tracking system, including updates, workflow refinement, and accurate historical records of actions taken by the IT staff.

Ensure technicians are proficient in established IT processes and use the help desk management system effectively to improve operational efficiency and customer support quality.

Support hardware and software service delivery, including user assistance, deployments, configuration, troubleshooting, and coordination with other technical teams when escalation is required.

Oversee inventory-related support activities tied to help desk operations, including bench stock accountability and coordination of IT asset support processes.

Communicate clearly with users and stakeholders regarding outages, maintenance windows, service status, and resolution updates.

Develop and maintain continuity materials, process guides, and operational documentation to support consistent service delivery and team readiness.