{"id":2454831,"url":"https://alion.io/job/dmi-it-help-desk-manager","title":"IT Help Desk Manager","company":{"id":2743519,"name":"DMI","domain":"dminc.com","url":"https://alion.io/company/dminc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":143000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":82},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-13T15:46:34Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T19:53:44Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About DMI\nDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com\nAbout the Opportunity\nDMI, LLC is seeking an experienced and highly organizedIT Help Desk Manager to oversee our IT support operations for a federal government contract. The IT Help Desk Manager will be responsible for leading a team of help desk professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations.\nDuties and Responsibilities:\nLeadership & Team Management:\nSupervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues.\nDevelop training materials and provide ongoing training to staff to enhance technical skills and customer service.\nConduct performance reviews and offer feedback for continuous improvement.\nFoster a collaborative and solution-oriented team culture.\nService Desk Operations:\nOversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.\nEnsure timely and accurate resolution of incidents and service requests, adhering to established SLAs.\nMaintain high levels of customer satisfaction by providing professional, clear, and courteous communication.\nTechnical Support & Troubleshooting:\nProvide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.\nSupport federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.\nCoordinate with vendors, contractors, and internal teams to resolve complex technical issues.\nCompliance & Security:\nEnsure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.\nConduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.\nCollaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.\nReporting & Continuous Improvement:\nDevelop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.\nAnalyze performance data to identify areas for improvement and implement process improvements.\nStay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.\nQualifications\nEducation and Years of Experience:\nA Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is often required.\n5 to 8 years’ experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations. \nCertifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) is a plus.\nAdditional Requirements:\nIn-depth knowledge of IT systems, infrastructure, and software development\nFamiliarity with government regulations, compliance, and security standards (e.g., , NIST)\nStrong leadership abilities to guide teams, resolve conflicts, and make strategic decisions.\nEffective communication with stakeholders, team members, and senior management.\nBudgeting and financial oversight skills to effectively manage the contract \nAbility to allocate resources efficiently and track expenses.\nCitizenship Status Required: Must be a U.S. Citizen\nPhysical Requirements: No physical requirements needed for this position.\nLocation: Remote, US\nMinimum Salary Rate\n$97,193Median Salary Rate\n$121,492Working at DMI\nDMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:\nDo What’s Right - We lead with honesty and integrity.\nOwn the Outcome - We take responsibility and deliver.\nDeliver for Our Customers - We are relentless about delivering value.\nThink Bold, Act Smart - We innovate with purpose.\nWin Together - We collaborate and celebrate our success.\nThese values aren’t just ideals-they show up in how we support every part of your well-being:\nConvenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\n Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.\nDMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.\n***************** No Agencies Please *****************\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. 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