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:
Team Leadership:
Ticketing System Management:
Project Management:
Process Improvement:
Compliance & Reporting:
Education and Years of Experience:
Education:
Experience:
Required and Desired Skills/Certifications:
Certifications (Required):
Technical Skills:
Additional Requirements:
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:
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.
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