Current jobs related to Enterprise Service Desk Manager - Arlington - DMI

  • Cloud Service Desk Manager

    3 weeks ago

    Arlington, Virginia, United States SAIC Full time

    Job OverviewA trusted leader in cloud, digital engineering, data, and Artificial Intelligence, SAIC is a premier technology integrator seeking a highly skilled Help Desk Service Team Manager to support Tier 0/1 Service Desk for our Digital and AI Team. This role involves leading the design and operation of integrated Enterprise IT solutions that deliver...

  • Help Desk Service Team Manager

    3 weeks ago

    ARLINGTON, United States SAIC Full time

    **Description** A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Help Desk Service Team...

  • Enterprise Data Management Lead

    2 weeks ago

    Arlington, Virginia, United States Enterprise Knowledge, LLC Full time

    About UsAt Enterprise Knowledge, LLC, we are dedicated to empowering organizations to make informed decisions through data-driven insights. Our team of experts works closely with clients to develop tailored data management and governance strategies that meet their unique needs.Job SummaryWe are seeking an experienced professional to serve as a Business...

  • Federal IT Service Desk Manager

    6 days ago

    Arlington, Virginia, United States Tetrahed INC Full time

    About the RoleAs the IT Service Desk Tower Lead, 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 Tetrahed INC. You will be responsible for owning overall responsibility for ITSMS process handling on the Service Desk, including incident, request,...

  • Senior Service Desk Specialist

    2 weeks ago

    Arlington, Virginia, United States SAIC (Science Applications Int.) Full time

    We are seeking a Senior Service Desk Specialist to join our team at SAIC (Science Applications Int.). As a key member of our Digital and AI Team, you will play a crucial role in leading Tier 0/1 Service Desk operations and driving operational excellence.About the Role:This is a challenging opportunity to work with a highly skilled team and contribute to the...

  • Service Desk Specialist

    2 weeks ago

    Arlington, Virginia, United States Peraton Full time

    About the RolePeraton is a leading provider of mission capability integration and enterprise IT solutions. We deliver trusted and highly differentiated solutions and technologies to protect our nation and allies. As a Service Desk Agent, you will play a critical role in supporting our Federal Strategic Cyber sector in Arlington, VA. This role requires...

  • Service Desk Operations Deputy

    3 weeks ago

    Arlington, United States SAIC (Science Applications Int.) Full time

    Job Description Description A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Service...

  • Service Desk Operations Deputy

    3 weeks ago

    Arlington, United States SAIC (Science Applications Int.) Full time

    Job Description Description A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Service...

  • Service Desk Operations Deputy

    3 weeks ago

    ARLINGTON, United States SAIC Full time

    **Description** A trusted leader in cloud, digital engineering, data, and Artificial Intelligence, the nation looks to SAIC to integrate emerging technology to modernize critical missions and enable its national imperatives. To address the growing demands within the Department of Defense, SAIC is seeking a highly skilled and dynamic Service Desk Operations...

  • Enterprise IT Solutions Architect

    2 weeks ago

    Arlington, Virginia, United States Virtual Service Operations Full time

    About the Role:We are looking for an experienced Enterprise IT Solutions Architect to join our team at Virtual Service Operations. As a key member of our hybrid cloud and managed services consulting firm, you will design and implement enterprise-level solutions using cutting-edge technologies such as Microsoft Active Directory and Amazon WorkSpaces. The...

  • Enterprise Service Management Specialist

    2 weeks ago

    Arlington, Virginia, United States LAUNCHTECH Full time

    Job SummaryWe are looking for an experienced Enterprise Service Management Specialist to manage the lifecycle of IT assets and oversee the implementation of ServiceNow's ESM platform for a federal agency.Main ResponsibilitiesLead the planning, execution, and monitoring of IT asset management activities, ensuring alignment with federal regulations and...

  • IT Service Desk Manager for Tech Control

    1 month ago

    Arlington, Virginia, United States Dynamic vSolutions Full time

    Job OverviewDYNAMIC VSOLUTIONS is seeking an experienced IT Service Desk Manager to join our team supporting DISA JSP ETM in Arlington, VA.

  • Front Desk Operations Manager

    2 weeks ago

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

    We are seeking a skilled Front Desk Operations Manager to join our team at one of our upscale hotels in the Washington, D.C. area. As a Front Desk Operations Manager, you will be responsible for overseeing the front desk operations, ensuring that all guests receive exceptional service, and that all hotel operations run smoothly.Job SummaryThis position...

  • Chief Enterprise Architect

    2 days ago

    Arlington, United States DirectViz Solutions, LLC Full time

    DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive...

  • Chief Enterprise Architect

    2 weeks ago

    Arlington, United States DirectViz Solutions Full time

    DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides...

  • Chief Enterprise Architect

    2 days ago

    Arlington, United States DirectViz Solutions, LLC Full time

    DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive...

  • Federal IT Service Desk Tower Lead

    7 days ago

    Arlington, Virginia, United States Tetrahed INC Full time

    Key ResponsibilitiesAs the IT Service Desk Tower Lead at Tetrahed INC, your key responsibilities will include:Overseeing the day-to-day operations of our service deskEnsuring the timely resolution of technical issuesProviding exceptional customer service to our internal stakeholdersManaging a team of support analystsEnsuring efficient and effective support...

  • Enterprise Systems Manager

    3 weeks ago

    Arlington, Virginia, United States ISHPI Information Technology Full time

    Enterprise Systems Manager Job Description:Ishpi Information Technologies, Inc. is seeking an experienced Enterprise Systems Manager to join our team. In this role, you will be responsible for managing our enterprise-wide server infrastructure, including deploying, sustaining, and troubleshooting server operating systems and related infrastructure software...

  • Front Desk Operations Manager

    6 days ago

    Arlington, Virginia, United States StepStone Hospitality Inc. Full time

    Job Summary:We are seeking a highly motivated and experienced Front Desk Supervisor to oversee the daily operations of our front desk, manage a team of front office agents, coordinate guest services, and ensure positive guest interactions.Key Responsibilities:Oversee the daily operations of the front desk, ensuring efficient task completionManage a team of...

  • Enterprise Software Solutions Manager

    2 weeks ago

    Arlington, Virginia, United States Zantech Full time

    **Job Description:** Enterprise Software Solutions ManagerAbout the RoleWe are seeking an experienced Enterprise Software Solutions Manager to join our team at Zantech. In this role, you will be responsible for overseeing the development of enterprise software solutions.Key ResponsibilitiesOversee the development of enterprise software solutionsWork with...

Enterprise Service Desk Manager

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, 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 is offering 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

  • Must have a minimum of 10 years of direct Service Desk management experience.
  • Must have a current ITIL v3 or ITIL v4 Foundation certification (or HDI Manager Level).
  • Must have at least 5 years in an IT outsourcing environment that includes managing contractor personnel performance of the service desk services.
  • 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.
  • 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 *****************