Mid-level Service Desk Liaisons (SDLs)

Digital Management Llc; Atlanta (GA); Hybrid; USD 81,000 - 99,000; Full time

Job summary

Digital Management Llc in Atlanta, Georgia, is seeking a Mid Service Desk Liaison to join our IT support team. The role focuses on acting as the primary interface between end users and the service desk to ensure seamless communication and timely incident resolution.

You will monitor incidents, provide guidance on IT policies, and escalate issues as needed to meet SLAs. U.S. citizenship is required, and a BS in IT with 2–4 years of service desk experience is preferred.

Qualifications

• Bachelor of Science in Information Technology or related field.
• 2-4 years of experience supporting the Service Desk.
• ITIL Preferred.
• Citizenship: U.S. Citizen.

Responsibilities

• Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
• Provide guidance and training to users on IT policies, procedures, and self-service resources.
• Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
• Escalate complex or high-priority incidents to the appropriate support teams or management.
• Analyze incident trends and recurring issues, recommending proactive solutions.
• Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
• Assist in change management processes, ensuring users are informed of IT changes and system outages.
• Identify opportunities for service desk process improvements to enhance user experience and efficiency.
• Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
• Generate reports on service desk performance, user feedback, and common technical issues.
• Provide first-level troubleshooting for common technical problems and escalat when necessary.
• Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.

Education

Bachelor of Science in Information Technology or related field

Job description

About DMI

DMI 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

About the Opportunity

DMI, LLCis seeking a Mid Service Desk Liaisons (SDLs) to join us.

Duties and Responsibilities:

• Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
• Provide guidance and training to users on IT policies, procedures, and self-service resources.
• Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
• Escalate complex or high-priority incidents to the appropriate support teams or management.
• Analyze incident trends and recurring issues, recommending proactive solutions.
• Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
• Assist in change management processes, ensuring users are informed of IT changes and system outages.
• Identify opportunities for service desk process improvements to enhance user experience and efficiency.
• Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
• Generate reports on service desk performance, user feedback, and common technical issues.
• Provide first-level troubleshooting for common technical problems and escalat when necessary.
• Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.

Qualifications

Education and Years of Experience:

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience supporting the Service Desk

Required and Desired Skills/Certifications:

• ITIL Preferred

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Atlanta, Georgia

Minimum Salary Rate

$90,375

Median Salary Rate

$112,969

Working at DMI

DMI 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:

• Do What’s Right– We lead with honesty and integrity.
• Own the Outcome– We take responsibility and deliver.
• Deliver for Our Customers– We are relentless about delivering value.
• Think Bold, Act Smart– We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

These values aren’t just ideals—they show up in how we support every part of your well-being:

• Convenience/Concierge– Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development– Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial– Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition– Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMIvalues employeesfor 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.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.