DMI

Service Center Support Task Lead/Supervisor

1 week ago
Job ID
2017-14549
Category
Infrastructure Support
US-MD-Silver Spring

Overview

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, big data management and 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 Washington DC area, with satellite offices around the world. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Google+.

Responsibilities

About the Opportunity

Digital Management, LLC (DMI) is seeking a full time Service Center Support Task Lead/Supervisor for an IT Service Management Program for a Federal Government customer in Silver Spring, MD.

The Service Center Support Task Lead/Supervisor will be responsible for onsite supervision and leadership of DMI's multi-channel helpdesk call center. The candidate should be experienced in enterprise service desk and enterprise asset management for U.S. Government customers.

 

Duties and Responsibilities:   

  • Responsible for providing onsite oversight and leadership of the helpdesk call center
  • Manages staff, sets priorities, resolves conflicting direction and serves as subject matter expert for the helpdesk at Help Desk call center facilities on a day to day basis.
  • Improves customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.

 

Qualifications

Education and Years of Experience: 

  • Five years' experience leading complex projects and tasks in an IT service management environment.
  • Must have experience directly supervising and managing at least 15 helpdesk agents for a minimum of one year
  • A Bachelor's degree in an IT related field is preferred; experience above and beyond the required amounts will be considered as a substitute for a Bachelor's degree

Required Skills/Certifications: 

  • HDI Certification

Desired Skills/Certifications:

  • Demonstrated experience using ITIL processes

  • BMC Remedy experience is highly preferred

Physical Requirement(s): No Physical Requirement

 

Location: Silver Spring, MD

 

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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