Service Desk Lead

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com.

DMI is seeking a dedicated and experienced Service Desk Lead to manage Tier 1 support operations for a federal government client in Arlington, VA. This leadership role is critical in maintaining service excellence, meeting performance metrics, and ensuring a high level of customer satisfaction through efficient team management and continuous process improvement.

Duties and Responsibilities:

Lead and manage the client's Tier 1 Service Desk team to meet established Service Level Agreements (SLAs) and performance metrics.
• Supervise and mentor Technical Service Representatives, providing guidance on delivering high-quality technical support and customer service.
• Ensure proper staffing coverage and adjust schedules as needed to maintain operational efficiency and SLA compliance.
• Monitor and report on deskside support incidents and service requests, ensuring timely and accurate ticket resolution.
• Conduct quality audits and coaching sessions to support team performance and development.
• Implement and refine processes based on guidance from the Service Desk Tower Lead, focusing on operational excellence and service delivery improvements.
• Establish and promote industry best practices, ensuring compliance with internal policies and client standards.
• Create, analyze, and present performance metrics, trend reports, and service improvement recommendations to management.
• Support business development and proposal efforts by contributing technical insight and leadership experience.
• Drive the development and implementation of training programs for onboarding and continuous learning of support staff.

Education & Experience Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related discipline.
• 5+ years of experience in an IT service desk or technical support management role.
• Experience managing a support team of 10 or more personnel in a high-demand environment.
• Demonstrated ability to implement service improvement initiatives and training programs.

Required Skills & Certifications:

• Proven leadership and team-building skills within an IT support environment.
• Expertise in ITIL-based service design and operations management.
• Strong customer service orientation and experience managing client-facing support functions.
• Excellent written and verbal communication skills, with experience presenting to senior stakeholders, including government officials.
• ITIL v3 or v4 Foundations certification.
• HDI certification (or equivalent service desk leadership certification).

Preferred Skills:

• Experience supporting federal government environments.
• Must be able to work flexible shifts, including nights and weekends, as needed.
• Ability to obtain a security clearance

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Min Citizenship Status Required: US Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Arlington, VA

#LI-MP1

• 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, and 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 help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.