Remote Service Desk Lead - Federal IT Support

DMI (Digital Management, Inc.); United States; Remote; USD 97.000 - 121.000; Vollzeit

Benefits dieser Stelle

Health insurance

401(k) with match

Tuition assistance

Zusammenfassung

DMI is seeking a Service Desk Lead to oversee IT support for a federal government contract. You will manage a team of help desk professionals, ensuring exceptional customer service and effective troubleshooting across IT systems in a federal setting.

The role requires deep knowledge of IT infrastructure, federal regulations, and the ability to optimize operations while maintaining security and compliance. This is a remote US-based position supporting government services.

Qualifikationen

• Bachelor's degree in computer science, information technology, or business administration.
• 5–8 years in IT support or help desk, with 2–3 years in team leadership and coaching.
• ITIL, CompTIA A+, or CHDM certifications are a plus.

Aufgaben

• Supervise, mentor, and manage a team of IT help desk technicians and provide feedback.
• Develop training materials and deliver ongoing staff training.
• Conduct performance reviews and drive continuous improvement.
• Oversee daily help desk operations and ticketing, ensuring SLA adherence.
• Coordinate with vendors and internal teams to resolve complex issues.
• Ensure compliance with federal regulations and security standards.

Kenntnisse

Leadership

Team management

ITIL

Customer service

Communication

Budgeting

Ausbildung

Bachelor's Degree in CS/IT/Business

Tools

Ticketing systems

Jobbeschreibung

DMI is seeking a Service Desk Lead to oversee IT support for a federal government contract. You will manage a team of help desk professionals, ensuring exceptional customer service and effective troubleshooting across IT systems in a federal setting.

The role requires deep knowledge of IT infrastructure, federal regulations, and the ability to optimize operations while maintaining security and compliance. This is a remote US-based position supporting government services.