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 Sr. Service Desk Shift Lead to join us. 

Duties and Responsibilities:

• Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.
• Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance.
• Monitor service levels and ensure adherence to established SLAs and KPIs.
• Act as the primary escalation point for complex technical issues and critical incidents.
• Coordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support.
• Implement and enforce service desk policies, procedures, and best practices.
• Collaborate with IT leadership to identify process improvements and enhance service efficiency.
• Conduct training sessions to develop team members’ technical skills and customer service capabilities.
• Generate reports and analyze service desk performance metrics to drive continuous improvement.
• Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system.
• Facilitate effective communication between the service desk, end users, and other IT teams.
• Support onboarding of new employees by providing training on IT systems and support processes.

Education and Years of Experience:  

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience working as a Service Desk Shift Lead

Required and Desired Skills/Certifications: 

• ITIL Preferred  

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

Physical Requirements: No Physical requirement needed for this position.

Location: Atlanta, Georgia