Sr. Service Desk Shift Lead

DMI; Atlanta (GA); On-site; USD 127,452 - 155,775; Full time

Benefits offered by this job

Virtual health visits

Tuition assistance

401(k) matches

Life insurance

Wellness programs

Job summary

DMI, located in Atlanta, Georgia, is seeking a Sr. Service Desk Shift Lead responsible for overseeing daily service desk operations ensuring timely resolution of IT incidents. The candidate will lead and mentor a team of service desk technicians and act as the primary escalation point for complex technical issues.

Qualifications include a Bachelor of Science in Information Technology and 2-4 years as a Service Desk Shift Lead. Benefits include virtual health visits, performance reviews, and wellness programs.

Qualifications

• 2-4 years of experience working as a Service Desk Shift Lead.
• ITIL certification preferred.

Responsibilities

• Oversee daily service desk operations and resolve IT incidents.
• Lead and mentor a team of service desk technicians.
• Ensure adherence to established SLAs and KPIs.
• Act as escalation point for complex technical issues.

Skills

Service Desk Leadership

Incident Resolution

Team Mentoring

Policy Implementation

Process Improvement

Education

Bachelor of Science in Information Technology

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 Sr. Service Desk Shift Lead to join us.

Duties and Responsibilities

• Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.
• Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance.
• Monitor service levels and ensure adherence to established SLAs and KPIs.
• Act as the primary escalation point for complex technical issues and critical incidents.
• Coordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support.
• Implement and enforce service desk policies, procedures, and best practices.
• Collaborate with IT leadership to identify process improvements and enhance service efficiency.
• Conduct training sessions to develop team members’ technical skills and customer service capabilities.
• Generate reports and analyze service desk performance metrics to drive continuous improvement.
• Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system.
• Facilitate effective communication between the service desk, end users, and other IT teams.
• Support onboarding of new employees by providing training on IT systems and support processes.

Qualifications

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience working as a Service Desk Shift Lead

Required and Desired Skills/Certifications

• ITIL Preferred

Citizenship Status Required

Must be a U.S. Citizen.

Physical Requirements

No physical requirement needed for this position.

Location

Atlanta, Georgia

Salary

Minimum Salary Rate: $141,614.00

Median Salary Rate: $141,614.00

Benefits

• 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: 2026-28795