• Customer Service Center Lead*

    Posted Date 1 year ago(6/30/2017 10:09 AM)
    Job ID
    Infrastructure Support
  • About DMI

    DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, IoT and big data analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Bethesda, MD, with satellite offices around the world. The company was named one of the 2018 Top Workplaces in the Washington, DC area by The Washington Post and received Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at and on LinkedIn, Twitter, Facebook, and Instagram.

    About the Opportunity



    About the Opportunity

    Digital Management, Inc. (DMI) is seeking a Customer Support Lead to oversee a team providing enterprise level technical support for the Office of the CIO (OCIO) at the Defense Security Service (DSS). This is a full-time position.


    Duties and Responsibilities: 


    • Oversee the help desk and desktop technicians and ensure that end users are receiving the appropriate assistance.
    • Manage the processing of incoming calls to the help desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
    • Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all support functions.
    • Establish and enforce help desk service levels agreements (SLA) to establish problem resolution expectations and timeframes.
    • Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
    • Monitor and test fixes to ensure problems have been adequately resolved.
    • Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications as necessary.
    • Track and analyze trends in help desk requests and generate statistical reports.
    • Assess need for system reconfigurations (minor or significant) based on request trends and make recommendations to management team.
    • Identify, recommend, develop, and implement help sheets, user guides, FAQ lists, and training programs to increase end user computer literacy and self-sufficiency.
    • Oversee the development, implementation, and administration of help desk staff training procedures and policies.
    • Conduct research on emerging products, services, protocols, and standards in support of the help desk. 



    Education and Years of Experience: 

    • 10+ years experience including at least 5 years experience as a technician providing service desk or desktop engineering support.
    • Bachelor’s degree in a related field desired.
    • Experience managing a team of at least 20 in support of IT Service Desk, Desktop Engineering, and Unified Communications requirements.
    • Experience supporting VIPs and Senior Government Executives customers with information technology requirements.
    • Experience managing remote teams and supporting remote users.
    • Experience as a technician performing operating and performing advanced configurations with System Center Configuration Manager (SCCM) is desired.
    • Experience implementing process improvements or automations within an IT Service Desk, Desktop Engineering, or Unified Communications environment is desired.
    • Must have extensive experience with desktop and server hardware and operating systems.
    • Experience managing help desk/service desk operations at the tier 1 and 2 levels.
    • Experience with application support for MS Office, COTS, and proprietary applications.
    • Familiar with diagnostic utilities.
    • Demonstrated progressive experience in the management of a technical support team.
    • Must have solid relationship management and performance management skills.
    • Able to motivate and direct staff members and subordinates.
    • Exceptional written and oral communication skills.
    • Able to effectively prioritize and execute tasks in a high-pressure environment.
    • Must be a US Citizen and hold an active Top Secret clearance with SCI eligibility.


    Required Skills/Certifications:

    • Minimum of one year of experience (in the past three years) managing a team of 20 or more personnel performing IT Service Desk, Desktop Engineering, and Unified Communications requirements.
    • Minimum of five years of experience as a technician performing IT Service Desk or Desktop Engineering requirements.
    • Experience supporting VIP and Senior Government Executive customers with information technology requirements.
    • Experience managing remote teams and supporting remote users across geographically dispersed locations (at least five or more locations).

    It is desired that the CS Lead has the following qualifications:

    • Experience as a technician performing advanced configurations with System Center Configuration Manager.
    • Experience implementing process improvements or automations within an IT service desk, desktop engineering, or unified communications environment.


    Additional Requirements:

    • Secret/SSBI/T5 clearance is required.


    Physical Requirement(s): N/A 


    Location: 1100 New York Ave NW, Washington DC 20005




    Working at DMI

    DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is 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.

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




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