Service Desk Tower Lead

4 weeks ago

Arlington, Virginia, United States DMI Full time

About DMI:

DMI is a leading global provider of digital services that bridges the gap between the public and private sectors. With a broad range of capabilities across IT managed services, cybersecurity, cloud migration, and application development, DMI provides on-site and remote support to clients in various sectors, including governments, healthcare, financial services, transportation, manufacturing, and critical infrastructure.

About the Opportunity:

This role offers the chance 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.

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. As part of the DMI family, we care about your well-being. We offer a variety of perks and benefits that cater to various interests and needs, while still allowing you to work directly with our award-winning, Fortune 1000 clients. Our wellbeing categories include:

  • Community: Blood drives, volunteering opportunities, holiday parties, summer picnics, Tech Chef, Octoberfest, and more;
  • Convenience/Concierge: Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and more;
  • Development: Annual Performance management, continuing education, tuition assistance, internal job opportunities, career enrichment, and advancement;
  • Financial: Generous 401k match for both pre-tax and post-tax (ROTH) contributions, financial wellness education, EAP, Life Insurance, and Disability;
  • 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;

Employees are valued for their talents and contributions. We take pride in helping our customers achieve their goals, which contributes to the overall success of the company.

DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. #LI-JS3

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