Service Desk Lead

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

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

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