Help Desk Team Lead - 305512

DNI is seeking a Help Desk Team Lead to support a mission-focused federal IT environment at Wright-Patterson Air Force Base, Ohio. This role leads day-to-day help desk and field service operations, serves as a primary point of contact for user support, and ensures incidents, service requests, documentation, and escalation activities are handled in accordance with contract requirements and service-level expectations.

The Help Desk Team Lead is responsible for coordinating technician workload, maintaining ticket quality and process discipline, improving response and resolution performance, and supporting secure, compliant delivery of IT services across the supported enterprise environment.

Key Responsibilities

•  Lead daily help desk operations and ensure customer issues are properly received, logged, prioritized, assigned, tracked, and resolved.
• Supervise and coordinate help desk and field service personnel performing problem analysis, troubleshooting, periodic maintenance, and end-user support.
• Ensure all incidents and service requests are fully documented, including problem descriptions, analysis, recommendations, actions taken, and final resolution status.
• Maintain and improve help desk procedures, workflows, and tracking standards for recurring IT support issues and remedial actions.
• Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call res