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Service Desk Tower Lead

Service Desk Tower Lead

DMI (Digital Management, LLC)Arlington, VA, US
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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

About the Opportunity

DMI, LLC is looking for a Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

Duties and Responsibilities :

  • Own overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management;
  • Manage all Service Desk supervisors, trainers, quality manager and workflow;
  • Ensure Queue management practices are followed and enhanced
  • Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests
  • Liaise with the customer Service Delivery Technical Monitors;
  • Manage the development and issuance of Service Desk operational reports;
  • Represent the Service Desk team in a customer-facing role;
  • Liaise with the Contractor designated Change lead;
  • Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results;
  • Perform call monitoring of live and / or recorded Service Desk agent calls for quality assurance purposes;
  • Serve as a further escalation point for Service Desk supervisors;
  • ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
  • At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
  • Familiarity with Avaya or Genesys Contact Centers a plus

Qualifications

Min Citizenship Status Required : US Citizenship Required

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.

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    Service Desk Lead • Arlington, VA, US