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.

DMI, LLC is seeking a Service Desk Lead to join us. 

The Service Desk Lead is responsible for managing the daily operations of the service desk, ensuring that service-level agreements (SLAs) are met or exceeded. This role requires strong leadership in guiding a team of service desk professionals, primarily focused on resolving technical issues through the ServiceNow platform or similar tools. The Service Desk Lead will also oversee performance metrics, provide support in escalated situations, and ensure the continuous improvement of service desk processes. Strong project management skills are essential to deliver consistent service and drive operational improvements.

Duties and Responsibilities: 

• Service Desk Operations:

  • Lead day-to-day operations of the service desk, ensuring smooth and efficient ticket resolution.
  • Monitor and enforce SLAs for all service desk activities to meet or exceed performance goals.
  • Manage escalations for complex technical issues or high-priority tickets, ensuring prompt resolution.

• Team Leadership:

  • Supervise, train, and support a team of service desk professionals in their daily tasks.
  • Develop staff schedules, manage workload distribution, and ensure adequate staffing levels.
  • Provide coaching and mentorship to team members, promoting their growth and development.

• Ticketing System Management:

  • Oversee the ServiceNow platform (or other ticketing systems), ensuring proper tracking, assignment, and resolution of service tickets.
  • Ensure that the team adheres to best practices for logging incidents, tracking progress, and communicating with end users.
  • Analyze ticket data and identify trends or recurring issues to improve response strategies.

• Project Management:

  • Apply PMP and Agile project management methodologies to lead improvement initiatives within the service desk.
  • Manage the onboarding and integration of new service desk technologies or processes.
  • Collaborate with IT leadership to implement strategic improvements to enhance service delivery.

• Process Improvement:

  • Continuously evaluate service desk processes and identify areas for operational enhancement.
  • Develop and implement best practices for incident and problem management in line with industry standards.
  • Assist in defining and documenting processes for both standard and emergency scenarios.

• Compliance & Reporting:

  • Ensure compliance with internal policies, procedures, and industry best practices such as ITIL.
  • Generate regular reports on service desk performance, SLAs, and customer satisfaction.
  • Participate in audits or reviews, ensuring the service desk aligns with organizational goals and standards.

Education and Years of Experience:  

Education:

• Bachelor’s degree in Information Systems, Computer Science, or a related IT field – Preferred.

Experience:

• 15 years of experience in service desk operations, with a focus on daily operational management and ticket resolution.

Required and Desired Skills/Certifications: 

Certifications (Required):

• PMP (Project Management Professional) or Agile Project Management Certification – Required prior to onboarding.
• CompTIA A+ Certification – Required within 6 months of onboarding.
• One of the following certifications prior to onboarding:
  • HDI-CSR (Help Desk Institute Customer Service Representative).
  • Microsoft 365: Modern Desktop Administrator Associate.
  • ITIL 4+ Foundation Certification.

Technical Skills:

• • • Demonstrated success in meeting and exceeding SLAs in a service desk environment.
    • Experience in leading a team responsible for addressing tickets in ServiceNow (or similar platforms) – Preferred.
    • In-depth experience with service desk management tools, preferably ServiceNow, including ticketing, reporting, and incident management.
    • Strong knowledge of ITIL methodologies and best practices for service management.
    • Ability to manage technical projects using both PMP and Agile methodologies.

Additional Requirements:

• Strong leadership and team management skills, with the ability to motivate and develop a high-performing service desk team.
• Excellent communication and customer service skills, with a focus on resolving issues effectively.
• Analytical mindset, with the ability to assess service trends and implement solutions for improvement.

Preferred Qualifications:

• Additional certifications in IT service management or related fields (e.g., ITIL Expert, HDI Support Center Manager).
• Proven experience managing a high-volume service desk in an enterprise environment.
• Experience with asset management or IT operations in conjunction with service desk management.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Remote, US

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. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• 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 matches 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 acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other 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 based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

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