DMI (Digital Management, Inc.)
Service Desk Tower Lead
DMI (Digital Management, Inc.), Arlington, Virginia, United States, 22201
Overview
Service Desk Tower Lead Arlington, VA (US-VA-Arlington). Job ID: 2025-28222 | Category: Infrastructure Support. 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. 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 meeting 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 is a plus.
Qualifications
Min Citizenship Status Required:
US Citizenship Required Physical Requirements:
No Physical requirement needed for this position. Location:
Arlington, VA #LI-MP1
Working at DMI
DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. We operate with five core values that guide how we work, grow, and succeed together: Do What's Right, Own the Outcome, Deliver for Our Customers, Think Bold, Act Smart, Win Together. We also offer programs for Well-being, Development, Financial security, and Recognition. 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. Connect With Us
Not ready to apply? Connect with us for general consideration. #J-18808-Ljbffr
Service Desk Tower Lead Arlington, VA (US-VA-Arlington). Job ID: 2025-28222 | Category: Infrastructure Support. 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. 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 meeting 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 is a plus.
Qualifications
Min Citizenship Status Required:
US Citizenship Required Physical Requirements:
No Physical requirement needed for this position. Location:
Arlington, VA #LI-MP1
Working at DMI
DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. We operate with five core values that guide how we work, grow, and succeed together: Do What's Right, Own the Outcome, Deliver for Our Customers, Think Bold, Act Smart, Win Together. We also offer programs for Well-being, Development, Financial security, and Recognition. 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. Connect With Us
Not ready to apply? Connect with us for general consideration. #J-18808-Ljbffr