What are the responsibilities and job description for the Service Desk Manager position at DMI?
About DMI
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.
About the Opportunity
Duties and Responsibilities:
- Manage the government client’s Tier 1 Support Center to meet the established operational performance metrics
- Mentor and coach Technical Service Representatives in all aspects of providing outstanding technical support
- Report on Deskside Support Incident and Request tickets
- Maintain proper staffing levels to ensure SLA metrics are met and customer satisfaction is maintained
- Establish best practice techniques and strategies
- Generate and present metrics, reports, information, and improvement recommendations to management
- Recommend and ensure compliance with policies, procedures, and standards
- Support business development and proposal efforts as appropriate
- Complete quality audits and coaching sessions with front line technicians and technical leads
- Implement process improvements and initiatives based on guidance of Service Desk Tower Lead
Education and Years of Experience:
- B.S. degree in a computer, or other information management related discipline
- Active Security Clearance Preferred
Required Skills/Certifications:
- Experience managing support staff of 20 employees and contractors
- 5 years leading a team of 10 or more
- Develop service improvement programs
- Developed training program for all new support engineers
- Knowledge and experience in ITIL-based service design and management;
- Knowledge and experience in managing a customer-focused operation;
- Demonstrated written and oral communication skills, including experience in presenting material to senior Government officials;
- ITIL Foundations certification.
- HDI certification or equivalent
Qualifications
Min Citizenship Status Required: US Citizen
Physical Requirements: No Physical requirement needed for this position.
Location: Arlington, VA
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. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
- Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
- 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 match for 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 through Spotlight, employee referral
- Wellness – Healthcare benefits, Wellness programs provide employees with several 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.
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***************** 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.
