Help Desk Specialist - Manager
About The Position
NOVA-Dine, LLC is seeking a Help Desk Specialist - Manager to support the Defense Enclave Services (DES) DODNet Migration Execution Services (MES-NET) program. This initiative supports DISA's modernization and migration of Department of Defense Fourth Estate agencies into a unified enterprise network environment. 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. The position supports mission operations at DISA Headquarters in Fort Meade, Maryland. This role 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.
Requirements
- 8 years supporting enterprise IT environments
- 3 years leading technical support of service desk teams
- Active Secret clearance
- Experience supporting Microsoft enterprise technologies.
- Experience with ServiceNow or similar ITSM platform.
- Strong troubleshooting and customer service skills.
- Ability to work effectively in a dynamic, mission-focused environment.
Nice To Haves
- Experience supporting DISA, DoD, or federal programs.
- ITIL Foundation certification.
- Experience supporting large-scale migration or modernization efforts.
- Experience supporting classified environments.
Responsibilities
- Lead daily Service Desk and Help Desk operations supporting migration activities.
- Supervise technical support personnel providing Tier 1 and Tier 2 support services.
- Manage ticket queues, escalations, and support workflows to ensure timely resolution of incidents and service requests.
- Coordinate support activities with engineering, cybersecurity, migration, and operations teams.
- Support endpoint migration activities and user transition efforts.
- Monitor customer experience and service performance metrics.
- Provide reporting, status updates, and recommendations to program leadership.
- Ensure compliance with established ITSM processes and operational procedures.
- Support VIP and executive customer migration activities as required.
- Participate in planning sessions, operational reviews, and transition activities.
- Other duties as assigned.
Benefits
- medical
- dental
- vision
- life and disability coverage
- retirement savings with company match
- paid time off
- voluntary supplemental benefits
- employee assistance program
- educational assistance
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
