Mid Service Desk Manager

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 Mid Service Desk Manager to join us.

Duties and Responsibilities:

Oversee deskside support operations at the Customer Support Center (CSC), ensuring that SLA requirements are met and escalations are handled promptly.
• Manage and assign tickets to Level 2 technicians, monitoring incident progress and ensuring daily updates for all open tickets.
• Coordinate the logistics of IT support during emergencies, public health events, and system upgrade cycles, including scheduling overtime or weekend coverage as needed.
• Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure seamless collaboration with campus leads and the Field Site Support (FSS) team.
• Maintain comprehensive documentation for processes, reports, and trends to identify areas for improvement in deskside support services.
• Support the implementation of new IT solutions, assisting with testing and rollout to ensure compliance with CDC standards and best practices.
• Manage AV support services, including vendor coordination and system upgrades, while adhering to OCIO SLA metrics.

Education and Years of Experience:

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience managing a service desk

Required and Desired Skills/Certifications:

• ITIL Preferred

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Atlanta, Georgia