Service Desk Lead

About 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 seeking a dedicated and experienced Service Desk Lead to manage Tier 1 support operations for a federal government client in Arlington, VA. This leadership role is critical in maintaining service excellence, meeting performance metrics, and ensuring a high level of customer satisfaction through efficient team management and continuous process improvement.

Duties and Responsibilities:

• Lead and manage the client’s Tier 1 Service Desk team to meet established Service Level Agreements (SLAs) and performance metrics.
• Supervise and mentor Technical Service Representatives, providing guidance on delivering high-quality technical support and customer service.
• Ensure proper staffing coverage and adjust schedules as needed to maintain operational efficiency and SLA compliance.
• Monitor and report on deskside support incidents and service requests, ensuring timely and accurate ticket resolution.
• Conduct quality audits and coaching sessions to support team performance and development.
• Implement and refine processes based on guidance from the Service Desk Tower Lead, focusing on operational excellence and service delivery improvements.
• Establish and promote industry best practices, ensuring compliance with internal policies and client standards.
• Create, analyze, and present performance metrics, trend reports, and service improvement recommendations to management.
• Support business development and proposal efforts by contributing technical insight and leadership experience.
• Drive the development and implementation of training programs for onboarding and continuous learning of support staff.

Qualifications

Education & Experience Requirements:

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline.
• 5 years of experience in an IT service desk or technical support management role.
• Experience managing a support team of 10 or more personnel in a high-demand environment.
• Demonstrated ability to implement service improvement initiatives and training programs.

Required Skills & Certifications:

• Proven leadership and team-building skills within an IT support environment.
• Expertise in ITIL-based service design and operations management.
• Strong customer service orientation and experience managing client-facing support functions.
• Excellent written and verbal communication skills, with experience presenting to senior stakeholders, including government officials.
• ITIL v3 or v4 Foundations certification.
• HDI certification (or equivalent service desk leadership certification).

Preferred Skills:

• Experience supporting federal government environments.
• Must be able to work flexible shifts, including nights and weekends, as needed.
• Ability to obtain a security clearance

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Min Citizenship Status Required: US Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Arlington, VA

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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.

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.