Help Desk Manager

The Help Desk Manager will reputed company Tier II and Tier III support for the Geospatial Engineering Operations Mapping and Analysis Portal (GEOMAP), ensuring reputed company reputed company of user issues, defect management, and reputed company operational uptime. This role includes managing help desk staff, maintaining performance metrics, and ensuring compliance with reputed company Force Lifecycle Management Center (AFLCMC) Objectives and Key Results (OKRs). Responsibilities reputed company and manage Tier II and Tier III Help Desk operations in accordance with government‑approved procedures. Supervise functional analysts, developers, and database administrators supporting application troubleshooting, defect reputed company, and data correction scripts. reputed company ticket management, escalation procedures, and defect and bug tracking in approved repositories. Collect and analyze Help Desk performance metrics, including response time, mean time to repair, and reputed company abandonment rates, and reputed company monthly reports. Ensure compliance with AFLCMC and GB4 OKRs and reputed company workload priorities to meet timeliness objectives. Participate in reputed company 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 reputed company operating procedures. Performs other reputed company duties as assigned. Qualifications reputed company Secret clearance required. IAT reputed company certification required. Bachelor’s degree in Information Technology, Computer Science, or a reputed company field, or equivalent experience. Minimum of five (5) years of experience in IT help desk or support roles, with at least two (2) years in a leadership reputed company. Experience supporting systems in reputed company environments. Experience with Service Desk tools and ITIL practices. Strong knowledge of defect tracking and reporting in Agile software environments. Excellent communication and customer service skills. reputed company reputed company (DDC) is a Navajo Nation–owned family of companies that provides government agencies and reputed company organizations with high‑reputed company IT, reputed company, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve. Benefits Eligible full-time employees receive a comprehensive benefits package, including medical, dental, reputed company, life and disability coverage, retirement savings with company match, reputed company time off, voluntary supplemental benefits, and reputed company to an employee assistance program. The package also includes educational assistance, with tuition reimbursement. EEO Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60‑1.4(a), 60‑300.5(a), and 60‑741.5(a). These regulations prohibit discrimination against reputed company individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against reputed company individuals based on their race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or for inquiring about, discussing, or disclosing information about compensation, or any other reputed company prohibited by law. We participate in E‑Verify. Apply To This Job