Request Fulfillment Lead

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Request Fulfillment Lead to join us. The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience.

Duties and Responsibilities:

This role manages the end-to-end lifecycle of request fulfillment, including logging, prioritizing, assigning, and resolving requests, while ensuring compliance with established service level agreements (SLAs).
• The Request Fulfillment Lead works closely with stakeholders to understand their needs, proactively identify opportunities for process improvement, and implement solutions that streamline workflows and reduce response times.
• Additionally, this role ensures that all team members are equipped with the necessary tools, training, and resources to deliver high-quality support, while fostering a culture of accountability and continuous improvement.
• The Request Fulfillment Lead also collaborates with other IT teams, such as the Service Desk and Business Relationship Management, to ensure seamless integration of services and alignment with broader organizational goals.
  • By maintaining detailed records, generating performance reports, and analyzing trends, the Request Fulfillment Lead provides valuable insights to improve service delivery and optimize resource allocation, ultimately driving operational efficiency and customer satisfaction.

Education and Years of Experience:

• 6-8 years experience required without college degree
• Education substitutions accepted per contract guidelines:
  
  • Bachelor's Degree: 2 years experience

Required Skills & Certifications:

• Expertise in managing hardware, software, and assistance requests
• Strong organizational and prioritization skills
• Familiarity with ITSM request fulfillment processes
• Customer Service and problem-solving skills

Background Requirements: Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.

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

Physical Requirements: None required for this position.

Location: Remote, US

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

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