Service Desk Lead

DMI; Arlington (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Desk Lead to manage a government client’s Tier 1 Support Center. This role involves mentoring a team of Technical Service Representatives, ensuring compliance with operational performance metrics, and implementing best practices in service management. The ideal candidate will have over five years of experience in IT management, a strong understanding of ITIL principles, and excellent communication skills. Join a diverse and rewarding work environment that values employee contributions and offers numerous benefits for professional growth and well-being.

Benefits

Health Insurance

Pet Insurance

Commuter Benefits

Tuition Assistance

401k Match

Life Insurance

Disability Insurance

Wellness Programs

Annual Awards Ceremony

Employee Referral Bonuses

Qualifications

• 5+ years in IT management with experience in leading support teams.
• Knowledge of ITIL practices and service management.

Responsibilities

• Manage Tier 1 Support Center to meet operational metrics.
• Mentor Technical Service Representatives for outstanding support.
• Implement process improvements and report metrics to management.

Skills

IT Management

Service Improvement Programs

ITIL-based Service Design

Communication Skills

Team Management

Education

B.S. in Computer or Information Management

Tools

ITIL v3 or ITIL v4 Certification

HDI Certification

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 Service Desk Lead to join us.

Duties and Responsibilities:

• Manage the government client’s Tier 1 Support Center to meet the established operational performance metrics
• Mentor and coach Technical Service Representatives in all aspects of providing outstanding technical support
• Report on Deskside Support Incident and Request tickets
• Maintain proper staffing levels to ensure SLA metrics are met and customer satisfaction is maintained
• Establish best practice techniques and strategies
• Generate and present metrics, reports, information, and improvement recommendations to management
• Recommend and ensure compliance with policies, procedures, and standards
• Support business development and proposal efforts as appropriate
• Complete quality audits and coaching sessions with front line technicians and technical leads
• Implement process improvements and initiatives based on guidance of Service Desk Tower Lead

Qualifications

Education and Years of Experience:

• B.S. degree in a computer or other information management related discipline
• Ability to obtain a security clearance
• Active Security Clearance Preferred

Required Skills/Certifications:

• 5+ years in an IT management role
• Experience managing support staff of 10+ contractors
• Developed service improvement programs
• Developed training program for all new support engineers
• Knowledge and experience in ITIL-based service design and management
• Knowledge and experience in managing a customer-focused operation
• Demonstrated written and oral communication skills, including experience in presenting material to senior Government officials
• ITIL v3 or ITIL v4 Foundations certification
• HDI certification or equivalent

Min Citizenship Status Required: US Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Arlington, VA

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. As such, 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.