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Service Desk Lead
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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 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
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