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Service Desk Lead

2 months ago

McLean, 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:

DMI, LLC is seeking a Service Desk Lead to join us.

Duties and Responsibilities:

  • Answer Help Desk phones and provide Tier I-II support to users on a variety of issues
  • Responds to telephone calls, email and personnel requests for technical support
  • Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Possess strong customer service and communications skills
  • Analyze, evaluate, and test software and hardware problems
  • Strong customer service and strong communication skills (both written and verbal)
  • Excellent interpersonal skills, especially ability to listen and understand what is being described
  • Working knowledge of ServiceNow ticket system; creating, updating and closing tickets
  • Experience with computer terms and customer service operations
  • Complete Quality Audits to drive Customer Satisfaction, Ticket Resolution, and adherence to approved processes
  • Support reporting requirements that align with KPIs, SLAs, and Agent Scorecards
  • Complete regular 1:1 meetings with service desk agents focused on technical acumen and adherence to processes
  • Act as the first point of escalation when a customer requests support, or a service desk agent needs assistance
  • Coordinate with Incident, Event, and Problem Management as necessary


Qualifications:

Education and Years of Experience: Bachelor's Degree

Required and Desired Skills/Certifications:

  • Experience in in a lead role managing Service Desk staff performing IT Service Management (ITSM) processes to include service request management, incident management, change management, release management, problem management, knowledge management, asset management, event management, service mapping, discovery capability, service level management, service catalog management, CMDB administration, and reporting and performance analytics.
  • Experience using ServiceNow tools and modules that include ITSM, ITOM, ITBM, and SAM.
  • Experience using ServiceNow scoped applications.
  • Ability to work in a dynamic work environment and ability to coordinate and perform multiple assignments.
  • Demonstrated excellent communication skills - both written and verbal.
  • Demonstrated experience working independently to resolve complex issues

Additional Requirements:

  • ITIL Foundations Certification

Min Citizenship Status Required: Must be eligible to work in the U.S.

Physical Requirements: No Physical requirement needed for this position.

Location: Beaver Creek, OH

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. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several 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. 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 based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** 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.