What are the responsibilities and job description for the Service Desk Analyst position at DMI?
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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About The Opportunity
DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area.
Duties And Responsibilities
Education and Years of Experience:
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirement is needed for this position.
Location: Arlington ,Virginia
US Citizenship Required
Working at DMI
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
Job ID: 2026-28601
About The Opportunity
DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area.
Duties And Responsibilities
- Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
- Ability to review tickets, recorded calls, and coach.
- Preferred experience with ServiceNow and Genesys.
- Identify trends and create clear actionable plans to effectively improve quality of service.
- Oversee Quality Assurance activities and track performance against customer requirements.
- Provide oversight for health of tickets and hold agents accountable.
- Review tickets and performance metrics to implement corrective action as necessary.
- Manage operational reports and make Service Desk quality improvement recommendations.
- Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers.
- Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development.
- Continually improve the quality and cost effectiveness of IT services.
- Address IT service performance that is not meeting expectations.
- Incident, Call Interaction, E-mail/Chat, and KPI monitoring.
- Develop and manage a structured training plan for all service desk staff.
- Maintain constant flow of communication to all sites, management, and customers.
- Ability to work in a distributed and cross functional team environment.
Education and Years of Experience:
- Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum 2 year’s equivalent work experience in a fast-paced Service Desk environment.
- ServiceNow Certification and ITIL Certification is preferred.
- Experience performing quality assurance responsibilities in support of ServiceNow.
- Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals.
Min Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: No physical requirement is needed for this position.
Location: Arlington ,Virginia
US Citizenship Required
Working at DMI
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.
- 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.
- No Agencies Please *****************
Job ID: 2026-28601