{"schemaVersion":"jobsearcher.job.v1","id":"62b139cabcfe3bab481c9751","url":"https://jobsearcher.com/jobs/62b139cabcfe3bab481c9751","canonicalUrl":"https://jobsearcher.com/jobs/62b139cabcfe3bab481c9751","title":"Help Desk Manager - 305512","description":"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\r\nLead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.\r\nSupervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.\r\nEnsure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.\r\nMaintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.\r\nMonitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.\r\nMaintain 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.\r\nEnsure technicians are proficient in established IT processes and use the help desk management system effectively to improve operational efficiency and customer support quality.\r\nSupport hardware and software service delivery, including user assistance, deployments, configuration, troubleshooting, and coordination with other technical teams when escalation is required.\r\nOversee inventory-related support activities tied to help desk operations, including bench stock accountability and coordination of IT asset support processes.\r\nCommunicate clearly with users and stakeholders regarding outages, maintenance windows, service status, and resolution updates.\r\nDevelop and maintain continuity materials, process guides, and operational documentation to support consistent service delivery and team readiness.Requirements\r\nActive Secret clearance (or higher)\r\nCompTIA Security+ (or 8140.02 equivalent)\r\nSenior Level experience with MS Windows, MS Active Directory (Group Management, Permissions), MS Office Products, SharePoint, Teams, etc.\r\nExperience leading or supervising help desk, desktop support, or field service teams in a DoD, federal, or similarly structured enterprise IT environment.\r\nHands-on experience with incident management, ticket triage, escalation management, and customer support operations.\r\nFamiliarity with IT service management and tracking platforms used to log, assign, monitor, and close support requests.\r\nStrong troubleshooting, documentation, communication, and team coordination skills.\r\nAbility to work effectively in a mission-driven environment with shifting priorities, high-visibility requests, and defined response timelines.Preferred Qualifications\r\nExperience supporting Air Force, DoD, or other federal enterprise IT environments.\r\nExperience leading teams that support both telephone-based help desk operations and on-site field service response.\r\nWorking knowledge of asset management, endpoint deployment, and enterprise software support processes.\r\nExperience developing process improvements, knowledge articles, continuity documentation, or service metrics reporting.Benefits\r\nBenefits Include:Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental\r\nMatching 401K\r\nShort- and Long-Term Disability\r\nPet Insurance\r\nProfessional Development/Education Reimbursement\r\nParking and Transit Benefits for NY, NJ, ATL, and DC Metro areasOther Duties\r\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.#J-18808-Ljbffr","company":"Socketdev","rawCompany":"socketdev","city":"Bath","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-08-14T01:28:17.057Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"928110","title":"National Security","slug":"national-security"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Help Desk Manager - 305512","description":"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\r\nLead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.\r\nSupervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.\r\nEnsure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.\r\nMaintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.\r\nMonitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.\r\nMaintain 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.\r\nEnsure technicians are proficient in established IT processes and use the help desk management system effectively to improve operational efficiency and customer support quality.\r\nSupport hardware and software service delivery, including user assistance, deployments, configuration, troubleshooting, and coordination with other technical teams when escalation is required.\r\nOversee inventory-related support activities tied to help desk operations, including bench stock accountability and coordination of IT asset support processes.\r\nCommunicate clearly with users and stakeholders regarding outages, maintenance windows, service status, and resolution updates.\r\nDevelop and maintain continuity materials, process guides, and operational documentation to support consistent service delivery and team readiness.Requirements\r\nActive Secret clearance (or higher)\r\nCompTIA Security+ (or 8140.02 equivalent)\r\nSenior Level experience with MS Windows, MS Active Directory (Group Management, Permissions), MS Office Products, SharePoint, Teams, etc.\r\nExperience leading or supervising help desk, desktop support, or field service teams in a DoD, federal, or similarly structured enterprise IT environment.\r\nHands-on experience with incident management, ticket triage, escalation management, and customer support operations.\r\nFamiliarity with IT service management and tracking platforms used to log, assign, monitor, and close support requests.\r\nStrong troubleshooting, documentation, communication, and team coordination skills.\r\nAbility to work effectively in a mission-driven environment with shifting priorities, high-visibility requests, and defined response timelines.Preferred Qualifications\r\nExperience supporting Air Force, DoD, or other federal enterprise IT environments.\r\nExperience leading teams that support both telephone-based help desk operations and on-site field service response.\r\nWorking knowledge of asset management, endpoint deployment, and enterprise software support processes.\r\nExperience developing process improvements, knowledge articles, continuity documentation, or service metrics reporting.Benefits\r\nBenefits Include:Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental\r\nMatching 401K\r\nShort- and Long-Term Disability\r\nPet Insurance\r\nProfessional Development/Education Reimbursement\r\nParking and Transit Benefits for NY, NJ, ATL, and DC Metro areasOther Duties\r\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.#J-18808-Ljbffr","datePosted":"2026-08-14T01:28:17.057Z","dateModified":"2026-08-14T01:28:17.057Z","hiringOrganization":{"@type":"Organization","name":"Socketdev","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Bath","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"62b139cabcfe3bab481c9751"},"url":"https://jobsearcher.com/jobs/62b139cabcfe3bab481c9751"}}