Help Desk Specialist - Manager at Nova Dine LLC
Overview
The selected candidate will lead service desk and end-user support activities associated with large-scale network and endpoint migration efforts while ensuring exceptional customer support throughout all phases of execution. This role supports mission operations at DISA Headquarters in Fort Meade Maryland. It is ideal for a hands-on leader who thrives in fast-paced environments, enjoys solving complex technical challenges, and can effectively manage customer expectations while leading technical support teams through enterprise modernization initiatives.
What You'll Do10
- 1Lead daily Service Desk and Help Desk operations supporting migration activities
- 2Supervise technical support personnel providing Tier 1 and Tier 2 support services
- 3Manage ticket queues escalations and support workflows to ensure timely resolution of incidents and service requests
- 4Coordinate support activities with engineering cybersecurity migration and operations teams
- 5Support endpoint migration activities and user transition efforts
- 6Monitor customer experience and service performance metrics
- 7Provide reporting status updates and recommendations to program leadership
- 8Ensure compliance with established ITSM processes and operational procedures
- 9Support VIP and executive customer migration activities as required
- 10Participate in planning sessions operational reviews and transition activities
Requirements11
- 18 years supporting enterprise IT environments
- 23 years leading technical support of service desk teams
- 3Bachelor’s degree OR equivalent combination of experience and education
- 4Active Secret Certification
- 5Experience supporting Microsoft enterprise technologies
- 6Experience with ServiceNow or similar ITSM platform
- 7Strong troubleshooting and customer service skills
- 8Ability to work effectively in a dynamic mission-focused environment
- 9ITIL Foundation certification
- 10Experience supporting large-scale migration or modernization efforts
- 11Experience supporting classified environments
Salary Insight
$45 - $65k per year
Location
Required Skills
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