Mid-Level Service Desk Manager

DMI; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

Annual performance reviews

Tuition assistance

Internal career growth

401(k) matches

Life and disability insurance

Financial wellness tools

Annual awards

Service anniversaries

Referral bonuses

Peer-to-peer shoutouts

Healthcare coverage

Wellness programs

Flu shots

Biometric screenings

Job summary

DMI, LLC is seeking a Mid Service Desk Manager to join our team in Atlanta. The candidate will oversee deskside support operations, manage Level 2 tickets, and coordinate IT logistics during emergencies and upgrades.

The role requires a IT-related bachelor’s degree and 2–4 years of service desk management experience; ITIL is preferred. Strong collaboration with SDLs and FSS is essential, along with solid documentation skills and a focus on CDC-aligned practices.

Qualifications

• Bachelor of Science in Information Technology or related field is required.
• 2-4 years of experience managing a service desk is required.
• ITIL certification is preferred.

Responsibilities

• Oversee deskside support operations; ensure SLA requirements are met and escalations are handled promptly.
• Manage and assign tickets to Level 2 technicians; monitor incident progress and ensure daily updates for all open tickets.
• Coordinate logistics of IT support during emergencies, health events, and system upgrade cycles; schedule overtime or weekend coverage as needed.
• Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure collaboration with campus leads and Field Site Support (FSS).
• Maintain documentation for processes, reports, and trends to identify improvements in deskside support services.
• Support implementation of new IT solutions; assist 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.

Skills

Service desk

Ticketing

SLA

Incident mgmt

Education

Bachelor of Science in Information Technology

ITIL certification

Job description

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 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 requirements needed for this position.

Location

Atlanta, Georgia.

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 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.

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