Remote Service Desk Lead – Federal IT Operations

Digital Management Llc; Tysons (VA); Remote; USD 87,000 - 107,000; Full time

Job summary

DMI, LLC is seeking an experienced Service Desk Lead to oversee IT support operations for a federal government contract. You will lead a team of help desk professionals, ensure top-tier customer service, and drive incident resolution and compliance with federal standards.

The role requires in-depth IT infrastructure knowledge, strong leadership, and the ability to optimize service desk performance, reporting on metrics, SLAs, and continuous improvement initiatives.

Qualifications

• Bachelor’s Degree in a relevant field (computer science, information technology, or business administration).
• 5–8 years in IT support or help desk, with 2–3 years in team management (hiring/training/evaluations).
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) are a plus.

Responsibilities

• Lead a team of IT help desk technicians; ensure efficient issue resolution and high customer satisfaction.
• Oversee day-to-day help desk operations, ticketing, escalation, and adherence to SLAs.
• Provide hands-on technical support for desktops, servers, networks, and federal IT systems; coordinate with vendors and internal teams.

Skills

Leadership & Team Management

Service Desk Operations

Technical Support & Troubleshooting

Compliance & Security

Reporting & Continuous Improvement

Education

Bachelor's Degree

Tools

ITIL

CompTIA A+

CHDM

Job description

DMI, LLC is seeking an experienced Service Desk Lead to oversee IT support operations for a federal government contract. You will lead a team of help desk professionals, ensure top-tier customer service, and drive incident resolution and compliance with federal standards.

The role requires in-depth IT infrastructure knowledge, strong leadership, and the ability to optimize service desk performance, reporting on metrics, SLAs, and continuous improvement initiatives.