Note: The job is a remote job and is open to candidates in USA. 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. 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 and optimal operational uptime.
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
Skills
- 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
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