Remote Service Desk Leader for Federal IT Ops

Digital Management Llc; United States; Remote; USD 87,000 - 107,000; Full time

Job summary

DMI, LLC is seeking a Service Desk Lead to oversee IT support for a federal government contract. You will supervise a team of help desk technicians, ensure timely incident resolution, and maintain secure IT infrastructure while meeting federal regulations.

Main responsibilities include managing ticketing systems, performing performance reviews, and coordinating with internal teams and vendors to deliver high-quality service.

Qualifications

• A Bachelor’s Degree in a relevant field is often required.
• 5 to 8 years’ experience in IT support or help desk roles, with 2–3 years in managing a team.
• Certifications such as ITIL, CompTIA A+, or CHDM are a plus.

Responsibilities

• Lead a team of IT help desk technicians, ensuring efficient resolution of issues and high customer satisfaction.
• Oversee day-to-day help desk operations, ticketing, troubleshooting, and escalation.
• Provide hands-on support for end-user hardware/software and coordinate with vendors and internal teams.
• Ensure compliance with federal regulations and security standards while driving continuous improvement.

Skills

Leadership

Team management

IT support

Education

Bachelor's Degree

ITIL

CompTIA A+

CHDM

Tools

ITIL

Job description

DMI, LLC is seeking a Service Desk Lead to oversee IT support for a federal government contract. You will supervise a team of help desk technicians, ensure timely incident resolution, and maintain secure IT infrastructure while meeting federal regulations.

Main responsibilities include managing ticketing systems, performing performance reviews, and coordinating with internal teams and vendors to deliver high-quality service.