Service Desk Lead

3 weeks ago

Arlington, Virginia, United States DMI (Digital Management, Inc.) Full time

Service Desk Lead

Job ID

2024-27487

Category

Infrastructure Support

Location

US-VA-Arlington

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



About the Opportunity

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


Qualifications

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



Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. 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 well-being:

  • 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, 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 to help provide financial stability for each DMI employee.
  • Recognition - Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and 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.


Connect With Us

Not ready to apply? Connect with us for general consideration.

  • Service Desk Tower Lead

    1 week ago

    Arlington, Virginia, 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,...

  • Service Desk Tower Lead

    6 days ago

    Arlington, Virginia, United States DMI Full time

    About DMIDMI 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,...

  • Service Desk Tower Lead

    4 days ago

    Arlington, Virginia, United States DMI Full time

    About DMIDMI 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,...

  • Service Desk Team Lead

    5 days ago

    Arlington, Virginia, United States TekSynap Full time

    Responsibilities & QualificationsRESPONSIBILITIESOwn overall responsibility for ITSMS process handling on the Service Desk;Manage all Service Desk supervisors;Coordinate Service Desk staff training sessions;Liaise with the FDIC Service Delivery Designee;Manage the development and issuance of Service Desk operational reports;Represent the Service Desk team in...

  • Service Desk Team Lead

    6 days ago

    Arlington, Virginia, United States TekSynap Full time

    Responsibilities & QualificationsRESPONSIBILITIESOwn overall responsibility for ITSMS process handling on the Service Desk;Manage all Service Desk supervisors;Coordinate Service Desk staff training sessions;Liaise with the FDIC Service Delivery Designee;Manage the development and issuance of Service Desk operational reports;Represent the Service Desk team in...

  • Service Desk Team Lead

    5 days ago

    Arlington, Virginia, United States DMI (Digital Management, Inc.) Full time

    Digital Management, Inc. (DMI) is a leading provider of digital services and technology solutions. We are seeking a talented Service Desk Team Lead to join our team.The successful candidate will have experience in managing support staff and developing training programs for new support engineers.Key Responsibilities:Manage the government client's Tier 1...

  • Service Desk Analyst

    2 weeks ago

    Arlington, Virginia, United States Piper Companies Full time

    Zachary Piper Solutions is currently looking for a Service Desk Analyst to support a military program in Arlington, VA. This position requires an ACTIVE SECRET clearance (or higher). This is a shift role: 7:00am-4:00pm Monday-Friday, on site in Arlington, VA Responsibilities of the Service Desk Analyst: • Diagnose and resolve client issues using ITIL best...

  • Service Desk Director

    7 days ago

    Arlington, Virginia, United States DMI (Digital Management, Inc.) Full time

    About the Job:We are looking for a highly skilled Service Desk Lead to manage the government client's Tier 1 Support Center and ensure that operational performance metrics are met.Main Responsibilities:Manage the government client's Tier 1 Support Center to meet established operational performance metricsMentor and coach Technical Service Representatives in...

  • Service Desk Operations Manager

    6 days ago

    Arlington, Virginia, United States TekSynap Full time

    The Chief Information Officer Organization (CIOO) mission is to provide scalable technology that enables continuous access to data securely. In support of this mission, FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented six product suites across the ServiceNow platform. As the IT Modernization Program emphasizes...

  • IT Service Desk Professional

    22 hours ago

    Arlington, Virginia, United States Piper Companies Full time

    Piper Companies is currently looking for an experienced IT Service Desk Professional to join their team. This role requires an ACTIVE SECRET clearance (or higher) and comes with a competitive salary range of $65,000 - $70,000 based on experience.The IT Service Desk Professional will be responsible for:Resolving client issues efficiently using ITIL best...

  • Help Desk Team Lead

    3 days ago

    Arlington, Virginia, United States Credence Management Solutions, LLC Full time

    **Job Summary**Credence Management Solutions, LLC is seeking an experienced Help Desk Team Lead to oversee the daily operations of our Help Desk department. As a key member of our IT team, you will be responsible for managing a team of technical support analysts and ensuring timely and effective customer service.Key Responsibilities:Manage a team of...

  • Service Desk Analyst

    1 week ago

    Arlington, Virginia, United States NVT Staffing Full time

    Job DescriptionJob Description Job Title: Service Desk Analyst – DoD Contract Location: Arlington, VA (Onsite) The information below covers the role requirements, expected candidate experience, and accompanying qualifications. Contract Duration: 5 Years Schedule: Monday to Friday, 7:00 AM – 4:00 PM Overview: We are seeking a skilled Service Desk...

  • Service Desk Analyst

    4 days ago

    Arlington, Virginia, United States NVT Staffing Full time

    Job Description Job Description Job Title: Service Desk Analyst – DoD ContractLocation: Arlington, VA (Onsite)Contract Duration: 5 YearsSchedule: Monday to Friday, 7:00 AM – 4:00 PMOverview:We are seeking a skilled Service Desk Analyst to support a critical Department of Defense contract at the National Guard Bureau in Arlington, VA. The role requires...

  • Service Desk Analyst

    2 weeks ago

    Arlington, Virginia, United States NVT Staffing Full time

    Job DescriptionJob DescriptionJob Title: Service Desk Analyst – DoD ContractLocation: Arlington, VA (Onsite)The information below covers the role requirements, expected candidate experience, and accompanying qualifications.Contract Duration: 5 YearsSchedule: Monday to Friday, 7:00 AM – 4:00 PMOverview:We are seeking a skilled Service Desk Analyst to...

  • Service Desk Specialist

    3 days ago

    Arlington, Virginia, United States VHC Health - Virginia Hospital Center Full time

    **Service Desk Specialist Job Summary:**We are seeking a highly skilled and detail-oriented Service Desk Specialist to join our team at VHC Health - Virginia Hospital Center. In this role, you will provide technical support and assistance to our employees, vendors, and patients.About the Role:Respond to and resolve customer inquiries and issues via phone,...

  • Service Desk Agent-Junior

    4 weeks ago

    Arlington, Virginia, United States Cayuse Holdings Full time

    **Overview** Cayuse Technologies launched in 2006 as a US-based alternative to offshore technology delivery centers, providing information technology solutions and subject matter expertise to our clientele. Cayuse focuses on federal markets and missions and is an SBA tribal 8(a) certified company. Cayuse brings significant past performance and excellent...

  • Service Desk Anlayst

    5 days ago

    Arlington, Virginia, United States Datawiz Full time

    LOCATION: Onsite in ARLINGTON, VA.Schedule: Several shift types available, the center is open 24/7. We are mainly looking for overnight or weekend shifts (training schedule will differ).This position will support a Government agency that requires US Citizenship.Datawiz Corporation is a Virginia based business incorporated in 1999. Datawiz is appraised at...

  • Service Desk Analyst

    2 weeks ago

    Arlington, Virginia, United States Datawiz Full time

    LOCATION: On-Site (ARLINGTON, VA)This position will support a Government agency that requires US CitizenshipDatawiz Corporation is a Virginia based business incorporated in 1999. Datawiz is appraised at CMMI Level III for DEV & SVS by CMMI Institute a subsidiary of ISACA. Datawiz also achieved ISO 9001:2015, ISO 27001:2013, and ISO 20000-1:2011...

  • Front Desk Supervisor Lead

    5 days ago

    Arlington, Virginia, United States Aimbridge Hospitality Full time

    Job SummaryThe Front Desk Supervisor is a vital member of the hotel team, responsible for providing exceptional guest service and ensuring seamless operations. As a key player in the front office, this role requires strong communication and problem-solving skills to resolve guest issues efficiently.Responsibilities:- Provide attentive and courteous service...

  • IT Service Delivery Lead

    24 hours ago

    Arlington, Virginia, United States Leidos Holding Full time

    About the OpportunityThe Leidos Digital Modernization Group is seeking an experienced IT Service Delivery Lead - The Pentagon to join our team. As a key member of our team, you will be responsible for leading our IT service delivery efforts and supporting over 9,000 military, civilian, and contractor customers.In this role, you will manage a mid-sized team...