Service Desk Manager

DMI; Washington (District of Columbia); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Tuition assistance

401(k) matches

Wellness programs

Job summary

DMI is seeking a Service Desk Manager in Washington, DC to lead technical service desk operations. This role involves managing the lifecycle of IT incidents in a multi-site environment supporting over 700 users.

The ideal candidate has strong experience in ITIL Framework and managing cloud-based ITSM platforms like ServiceNow. The position requires US citizenship and offers comprehensive benefits including health and wellness programs, tuition assistance, and a supportive workplace culture.

Qualifications

• Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition.
• Demonstrated experience managing multi-site service desk operations with SLA accountability.
• Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent).

Responsibilities

• Own the full incident and problem lifecycle in the ITSM platform.
• Manage daily service desk staff operations across onsite and remote support.
• Monitor SLA performance, analyze trends, and report metrics.

Skills

ITIL 4 Framework

Multi-site service desk operations management

Cloud-based ITSM platforms

Incident coordination

Education

ITIL 4 Foundations

Tools

ServiceNow

BMC Helix

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 Service Desk Manager to lead the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to drive consistent, high-quality service delivery.

Duties And Responsibilities

• Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)
• Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams
• Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data
• Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real‑time updates during outages
• Administer and maintain the cloud‑based ITSM solution including workflow configuration, ticket standards, and knowledge base management
• Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after‑hours support coverage
• Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements

Qualifications

Required Skills & Certifications:

• Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition
• Demonstrated experience managing multi‑site service desk operations with SLA accountability
• Proficiency with cloud‑based ITSM platforms (ServiceNow, BMC Helix, or equivalent)
• Experience managing escalation workflows and major incident coordination
• ITIL 4 Foundations

Citizenship Status Required

Must be a U.S. Citizen

Physical Requirements

None required for this position.

Location

Washignton, DC

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 aren’t just ideals—they 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. US citizenship may be required for some positions.

Job ID

2026-28755