Mid Service Desk Manager

Digital Management Llc; Atlanta (GA); On-site; USD 60,000 - 95,000; Full time

Job summary

Join a forward-thinking company as a Mid Service Desk Manager, where you will lead deskside support operations and ensure exceptional service delivery. This role involves managing a dedicated team, coordinating IT support during critical events, and driving improvements in service desk efficiency. You'll have the opportunity to work with a diverse range of clients while enjoying a supportive work environment that prioritizes your well-being and professional growth. With a focus on collaboration and innovation, this position is perfect for those looking to make a significant impact in the IT service management field.

Benefits

Health Insurance

Tuition Assistance

401k Match

Employee Recognition Programs

Wellness Programs

Commuter Benefits

Pet Insurance

Discount Tickets

Flu Shots

Biometric Screenings

Qualifications

• 2-4 years of experience managing a service desk.
• Bachelor's degree in IT or related field required.

Responsibilities

• Oversee deskside support operations and ensure SLA compliance.
• Manage ticket assignments and coordinate IT support logistics.

Skills

Service Desk Management

Incident Management

ITIL

Documentation Skills

Education

Bachelor of Science in Information Technology

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, LLC is seeking a Mid Service Desk Manager to join us.

Duties and Responsibilities:

• Oversee deskside support operations at the Customer Support Center (CSC), ensuring that SLA requirements are met and escalations are handled promptly.
• Manage and assign tickets to Level 2 technicians, monitoring incident progress and ensuring daily updates for all open tickets.
• Coordinate the logistics of IT support during emergencies, public health events, and system upgrade cycles, including scheduling overtime or weekend coverage as needed.
• Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure seamless collaboration with campus leads and the Field Site Support (FSS) team.
• Maintain comprehensive documentation for processes, reports, and trends to identify areas for improvement in deskside support services.
• Support the implementation of new IT solutions, assisting with testing and rollout to ensure compliance with CDC standards and best practices.
• Manage AV support services, including vendor coordination and system upgrades, while adhering to OCIO SLA metrics.

Qualifications

Education and Years of Experience:

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience managing a service desk

Required and Desired Skills/Certifications:

• ITIL Preferred

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

Physical Requirements: No physical requirement needed for this position.

Location: Atlanta, Georgia

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Wellness – Healthcare benefits, wellness programs, flu shots, biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** No Agencies Please *****************

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.