Service Desk Lead

About DMI

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 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.

Qualifications

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

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Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• 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.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. ***************** No Agencies Please ***************** 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.