Lead IT Specialist

Job Summary:

The IT Service Desk Lead will be responsible for overseeing the day-to-day operations of the IT helpdesk and will be primarily responsible for efficient and effective support for end-users. The successful candidate will have extensive experience in IT support, a proven track record of leadership, and a commitment to delivering exceptional service across a remote enterprise environment.

Job Duties and Responsibilities:

Team Leadership:

• Lead and motivate a team of IT helpdesk professionals to ensure high levels of productivity and customer satisfaction.
• Provide guidance, mentorship, and training to helpdesk staff.
• Foster a positive and collaborative team culture.

Technical Expertise:

• Utilize advanced technical knowledge to troubleshoot and resolve complex IT issues.
• Stay current with industry trends, emerging technologies, and best practices.
• Act as a point of escalation for challenging technical problems.

Process Improvement:

• Develop and implement efficient and standardized IT support processes.
• Continuously evaluate and enhance the effectiveness of helpdesk procedures.
• Identify opportunities for automation to streamline workflows.

Customer Service:

• Ensure a high level of customer satisfaction by providing prompt and effective solutions.
• Collaborate with other IT teams to address user needs and concerns.
• Monitor and analyze helpdesk performance metrics to identify areas for improvement.

Documentation:

• Maintain accurate and up-to-date documentation of IT processes, procedures, and solutions.
• Create and update knowledge base articles to empower end-users and the helpdesk team.

Job Requirements (Education/Skills/Experience):

• Bachelor's degree in Information Technology or related field (or equivalent experience)
• Minimum 8 years of experience in IT & Application support, with a focus on helpdesk operations.
• Proven experience in a leadership or supervisory role.
• In-depth knowledge of IT systems, hardware, and software.
• Excellent problem-solving and communication skills.
• Ability to work collaboratively and effectively in a team environment.
• Relevant certifications (e.g., ITIL, CompTIA, Microsoft) are a plus.

US Citizenship: This position supports U.S. Government Contracts whose terms require Dine Development Corp. to staff it only with U.S. Citizens.

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About Us

Dine Development Corporation (DDC) delivers a robust suite of IT solutions designed to help our clients address the challenges of the digital revolution and embrace the opportunities of digital transformation. We provide a full spectrum of IT solutions that support clients in the defense, healthcare, national security, law enforcement, and intelligence communities. With a central focus on innovation, we translate modern technologies, industry best practices, and proven methodologies into client-driven solutions. Our teams of technologists are organized around digital solutions in the areas of systems/software engineering, data management, cloud adoption, and cybersecurity. As thought leaders and strategic partners, we provide a deliberate mix of people, processes, and technology to advance mission goals. Our IT companies have been consistently recognized for driving mission success through process efficiencies, reduced costs, and exploited technologies.