IT Help Desk Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $97.2k - $121.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DMI (Digital Management, LLC)

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

DMI (Digital Management, LLC) is a leading global provider of digital transformation and managed IT services that operates across both the public and private sectors. DMI's broad capabilities encompass artificial intelligence and data, application development and modernization, security and privacy, and cloud and infrastructure, supporting a diverse range of clients including national security, transportation, automotive, manufacturing, and consumer goods sectors. The company is recognized as an eight-time leader in the Gartner Magic Quadrant for Managed Mobility Services, and its Cloud+ suite offers comprehensive solutions for cloud advancements. DMI is committed to delivering superior customer satisfaction and innovative digital solutions that drive impactful business and mission outcomes for its clients worldwide.

📋 Description

• Supervise, mentor, and manage a team of IT help desk technicians • Develop training materials and provide ongoing training to staff • Conduct performance reviews and offer feedback for continuous improvement • Foster a collaborative and solution-oriented team culture • Oversee day-to-day IT help desk activities, including ticketing systems, troubleshooting, and escalation of complex issues • Ensure timely and accurate incident and service request resolution in accordance with SLAs • Provide hands-on support for end-user hardware and software issues • Support federal IT systems, including desktops, servers, networks, and other technologies • Coordinate with vendors, contractors, and internal teams to resolve complex technical issues • Ensure adherence to federal regulations, cybersecurity policies, privacy standards, and operational security protocols • Conduct audits and risk assessments for federal IT compliance • Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure • Develop and maintain help desk performance reports • Analyze performance data and implement process improvements • Stay updated on emerging technologies and industry trends and integrate them into IT operations as appropriate

🎯 Requirements

• 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 • 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) is a plus • 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 • Must be a U.S. Citizen • Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information

🏖️ Benefits

• Virtual health visits • Commuter perks • Pet insurance • Entertainment discounts • Annual performance reviews • Tuition assistance • Internal career growth opportunities • Generous 401(k) matches • Life insurance • Disability insurance • Financial wellness tools • Annual awards • Service anniversaries • Referral bonuses • Peer-to-peer shoutouts • Healthcare coverage • Wellness programs • Flu shots • Biometric screenings