Service Desk Tower Lead

1 week ago

Arlington, United States DMI Full time

About DMI:

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.

About the Opportunity:

This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

Responsibilities

  • Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;
  • Manage all Service Desk supervisors, trainers, quality manager and workflow;
  • Ensure Queue management practices are followed and enhanced
  • Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests
  • Liaise with the customer Service Delivery Technical Monitors;
  • Manage the development and issuance of Service Desk operational reports;
  • Represent the Service Desk team in a customer-facing role;
  • Liaise with the Contractor designated Change lead;
  • Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;
  • Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
  • Serve as a further escalation point for Service Desk supervisors;
  • ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
  • At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
  • Familiarity with Avaya or Genesys Contact Centers a plus
Qualifications:

Location: Arlington, VA

Physical Requirements: N/A

US Citizenship Required

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 met 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:

  • Community Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
  • 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 match for 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 acknowledgement through Give-A-Wow, employee referral bonuses.
  • Wellness Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several 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.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

#LI-JS3

***************** No Agencies Please *****************

  • Service Desk Tower Lead

    2 months ago

    Arlington, United States DMI Mobile Enterprise Solutions Full time

    This role offers the opportunity to participate in the Management of a Federal IT Service Desk. We are seeking a highly skilled and motivated IT Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be respo Service Desk, Customer Service, Lead, Tow, IT, Contractor, Technology

  • Service Desk Lead Senior

    7 days ago

    Arlington, Virginia, United States Cayuse Holdings Full time

    Job SummaryCayuse Holdings is seeking a highly experienced Service Desk Lead Senior to join our team. As a key member of our cybersecurity operations team, you will be responsible for leading a mid-size team of Service Desk Agents in a dynamic 24/7/365 operating environment.Key ResponsibilitiesManage all Service Desk functions and personnel management...

  • Service Desk IT Specialist

    2 months ago

    Arlington, Virginia, United States General Dynamics Information Technology Full time

    Req ID: RQ181821Type of Requisition: RegularClearance Level Must Be Able to Obtain: SecretJob Family: Help DeskSkills:IT Service Desk,Phone Support,Problem Solving,Technical Support,TroubleshootingCertifications:Security + - CompTIAExperience:3 + years of related experienceUS Citizenship Required:YesJob Description:We are GDIT. The people supporting and...

  • Service Desk Analyst

    1 month ago

    Arlington, United States DMI Full time

    About DMI 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,...

  • Cyber Service Desk Manager

    7 days ago

    Arlington, Virginia, United States Peraton Full time

    Job SummaryWe are seeking a highly skilled Cyber Security Operations Specialist to join our team at Peraton. As a Cyber Case Management/Service Desk Agent, you will play a critical role in supporting our mission to enhance the nation's cyber security and resilience.Key ResponsibilitiesPerform shift work supporting the Cybersecurity and Infrastructure...

  • Hotel Front Desk Manager

    7 days ago

    Arlington, Virginia, United States Remington Full time

    Job SummaryWe are seeking a highly skilled and experienced Front Office Supervisor to join our team at Remington. As a key member of our hotel operations team, you will be responsible for ensuring the smooth day-to-day operation of our front office, providing exceptional guest service, and leading a team of front desk agents and supervisors.Key...

  • Front Desk Associate

    5 days ago

    Arlington, Texas, United States Crunch Fitness - CR Holdings Full time

    Job OverviewCrunch Fitness - CR Holdings is seeking a highly motivated and enthusiastic Front Desk Associate to join our team. As a Front Desk Associate, you will be the first point of contact for our members and guests, providing exceptional customer service and ensuring a positive experience for all who visit our facilities.Key ResponsibilitiesProvide...

  • Front Desk Assoicate

    3 weeks ago

    Arlington, United States Gastroenterology Center of Norhern Virginia Ltd Full time $19 - $23

    Job DescriptionJob Description**Job Advertisement: Front Desk Associate for Medical Office**We are a leading healthcare provider committed to delivering exceptional patient care and support, our team is dedicated to creating a welcoming and professional environment for both patients and staff.**Job Description:**  We are currently seeking a...

  • Front Desk Associate

    14 hours ago

    Arlington, Virginia, United States Onelife Fitness Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Front Desk Associate to join our team at Onelife Fitness. As a key member of our front desk team, you will be responsible for providing exceptional service to our members, guests, and visitors, ensuring a welcoming and inclusive environment for all.Key ResponsibilitiesDeliver outstanding...

  • Front Desk Associate

    7 hours ago

    Arlington, Virginia, United States Sport & Health Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Front Desk Associate to join our team at Sport & Health. As a key member of our front desk team, you will be responsible for providing exceptional service to our members, guests, and visitors, ensuring a welcoming and inclusive environment for all.Key ResponsibilitiesDeliver exceptional...

  • Front Desk Associate

    5 months ago

    Arlington, United States Onelife Fitness Full time

    Front Desk Associates are responsible for providing exceptional service to members, guests, visitors and staff at the front desk, both in-person and over the phone. Front Desk Associates are expected to surpass all expectations under the management o Front Desk, Front Desk Associate, Associate, Instructor, Hotel, Skills

  • Front Desk Manager

    3 months ago

    Arlington, United States B. F. Saul Company Hospitality Group Full time

    **Front Desk Manager** Arlington, Virginia / Holiday Inn National Airport/Crystal City Front Office / Part Time B. F. Saul Company Hospitality Group is the hospitality subsidiary of the largest, private real estate and banking concern located in the Washington, D.C. area. Utilizing time proven investment principles, quality operations, focused management,...

  • Front Desk Operations Manager

    5 days ago

    Arlington, Texas, United States Palette Hotels Full time

    Job SummaryWe are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Palette Hotels. As a Front Desk Supervisor, you will be responsible for providing exceptional customer service, managing the front desk operations, and ensuring a smooth and efficient guest experience.Key ResponsibilitiesFront Desk Operations: Manage the...

  • Help Desk Specialist

    1 week ago

    Arlington, Virginia, United States Zachary Piper Full time

    Zachary Piper Solutions, a leading government consulting company, is seeking a skilled Help Desk Specialist to join their team in Arlington, VA. This on-site role offers a unique opportunity to work with a dynamic team and contribute to delivering exceptional IT support services.Key Responsibilities:Provide Tier I and Tier II technical support for various...

  • Front Desk Associate

    3 months ago

    Arlington, United States Crunch Fitness - CR Holdings Full time

    Job DescriptionJob DescriptionFront Desk Associate​Here We GROW Again!  Are you a potential Front Desk Associate and ready to leave average in the past?  Be a part of one of the greatest growth stories ever told in the fitness industry. With 60+ locations currently and 100+ locations planned; our Front Desk Associate position offers a tremendous...

  • Front Desk Associate

    5 days ago

    Arlington, TX, USA, United States Crunch Fitness - CR Holdings Full time

    Job DescriptionFront Desk Associate RoleWe are seeking a highly motivated and enthusiastic Front Desk Associate to join our team at Crunch Fitness - CR Holdings. As a Front Desk Associate, you will be the first point of contact for our members and guests, providing exceptional customer service and ensuring a positive experience for everyone who walks through...

  • Front Desk Associate

    3 months ago

    Arlington, United States Onelife Fitness Full time

    Summary Objective: Front Desk Associates are responsible for providing exceptional service to members, guests, visitors and staff at the front desk, both in-person and over the phone.Front Desk Associates are expected to surpass all expectations under the management of the Front Desk Supervisor and with support of the Front Desk Team.Most importantly, Front...

  • Help Desk Technician

    1 week ago

    Arlington, United States Zachary Piper Full time

    Zachary Piper Solutions is seeking a qualified Help Desk Technician to support a federal program based out of Arlington, VA.***Requires an active SECRET Clearance***Responsibilities of the Help Desk Technician:Maintain Government mobile phone administrationTroubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents,...

  • Front Desk Representative

    5 days ago

    Arlington, Texas, United States Palette Hotels Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Palette Hotels. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a seamless experience from check-in to check-out.Key ResponsibilitiesGuest ServiceAct in...

  • Front Desk Sales Representative

    11 hours ago

    Arlington, Virginia, United States PCRK Group Full time

    Job Summary: We are seeking a highly motivated and customer-focused Front Desk Sales Associate to join our team at PCRK Group. As a Front Desk Sales Associate, you will play a critical role in driving sales growth and delivering exceptional customer experiences.Key Responsibilities:Drive Sales Growth: Utilize your excellent communication and interpersonal...