Help Desk Lead (Job 1144)

About Us

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 2,400 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

The Help Desk Lead is responsible for overseeing the daily operations of the IT Help Desk across multiple locations, ensuring the efficient delivery of technical support to end users. This role manages a team of technicians who provide assistance through phone, in-person, and remote channels, supporting a mixed environment of Windows, Mac, and Linux systems. The manager ensures adherence to service standards, coordinates staff scheduling, enforces performance expectations, and partners with leadership to implement process improvements that enhance service quality and customer satisfaction.                                       

Responsibilities

• Provide daily supervision and direction to Help Desk technicians across multiple locations who are responsible for providing support to customers via phone, in person, and through remote support channels. These technicians provide support to a mixed environment utilizing Windows, Mac, and Linux operating systems, supporting critical scientific and business applications 
• Formulate and enforce performance work standards; assign work schedules; review work discrepancies; supervise contractor personnel; and communicate polices, purposes, and objectives of the company to the assigned staff 
• Work with the Program Manager to complete the duties related to project management, transition plan, and management of the tasks as part of the contract 
• Manage a team of support personnel who troubleshoot IT desktop issues.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected 
• Ensure maximum issue resolutions in the minimum time. 
• Document the steps performed for problem tasks that may recur and share these steps with co-workers. 
• Supervise and relocate IT equipment, including desktop computers, printers, monitors, portable data storage devices, and other peripherals; 
• Write ad-hoc technical instructions for non-technical users when remotely connecting, phone support, or face-to-face visits are not possible 
• Evaluate new information systems products or services and suggest changes to existing products or services to better aid the end user                                                                                                                             

Qualifications

• Bachelor's Degree in Information Systems, Engineering, Business, Computer Science, or other related discipline. 
• Minimum of 5 years of experience; at least two years must be specialized. Specialized experience includes: Staff management, Recruitment, and Retention, Service Desk/ Service Desk management 
• At least one Help Desk Institute certification: Help Desk Manager, Desktop Support Manager, Support Center Manager
• Also required are one or more of the following (or current equivalent):
  • MTA: Microsoft Technology Associate
  • MCSA: Microsoft Certified Solutions Associate
  • MSCE: Microsoft Certified Solutions Expert
  • Apple Certified Support Professional
  • Certified Associate in Project Management
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Strong ServiceNow background, to include dashboards and reporting - ITIL v3 certification - PMP Certification - Utilized enterprise-level remote assistance tool, such as Bomgar

Basic Compensation: $80,000 - $85,000 yearly salary

The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer ma