DMI
Overview
IT Help Desk Manager role at DMI. DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. We support public sector agencies and commercial enterprises worldwide with end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development. We are seeking an experienced IT Help Desk Manager to oversee IT support operations for a federal government contract. The IT Help Desk Manager will lead a team of help desk professionals, ensure exceptional customer service, troubleshoot technical issues, and maintain IT systems supporting federal operations. This role requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations. Location: McLean, Virginia (Remote, US within the DMV area as applicable). Job ID: 2024-27469 Responsibilities
Leadership & Team Management: supervise, mentor, and manage a team of IT help desk technicians; develop training materials and provide ongoing training; conduct performance reviews; foster a collaborative, solution-oriented culture. Service Desk Operations: oversee day-to-day activities, manage ticketing systems, troubleshoot, escalate complex issues, and ensure timely, accurate resolution in line with SLAs; maintain high customer satisfaction through professional communication. Technical Support & Troubleshooting: provide hands-on support for end-user hardware and software, including desktops, laptops, mobile devices, and peripherals; support federal IT systems while complying with federal standards; coordinate with vendors and internal teams to resolve complex issues. Compliance & Security: adhere to federal regulations, cybersecurity policies, privacy standards, and security protocols; conduct regular audits and risk assessments; collaborate with cybersecurity teams to manage vulnerabilities. Reporting & Continuous Improvement: develop and maintain reports on help desk performance; analyze data to identify improvements and implement process changes; stay updated on emerging technologies and trends. Qualifications
Bachelor’s Degree in computer science, information technology, business administration, or a related field (often required). 5–8 years in IT support or help desk roles, with 2–3 years in managing a team (hiring, training, performance evaluations). Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM). Additional Requirements
In-depth knowledge of IT systems, infrastructure, and software development. Familiarity with government regulations, compliance, and security standards (e.g., NIST). Strong leadership, conflict resolution, and strategic decision-making abilities. Effective communication with stakeholders, team members, and senior management. Budgeting and financial oversight skills to manage the contract; ability to allocate resources efficiently and track expenses. Min Citizenship Status Required:
U.S. Citizen Physical Requirements:
No physical requirements for this position. Work Authorization:
US citizenship may be required for some positions. Location & Benefits
Location: McLean, Virginia; Remote option for US-based candidates within the DMV area. DMI offers a diverse, rewarding environment with benefits across multiple categories, including: Convenience/Concierge benefits Development opportunities Financial benefits (401k, insurance, EAP, etc.) Recognition programs Wellness programs 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. Equivalency
Job functions align with Information Technology; Seniority level: Mid-Senior level; Employment type: Full-time.
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IT Help Desk Manager role at DMI. DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. We support public sector agencies and commercial enterprises worldwide with end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development. We are seeking an experienced IT Help Desk Manager to oversee IT support operations for a federal government contract. The IT Help Desk Manager will lead a team of help desk professionals, ensure exceptional customer service, troubleshoot technical issues, and maintain IT systems supporting federal operations. This role requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations. Location: McLean, Virginia (Remote, US within the DMV area as applicable). Job ID: 2024-27469 Responsibilities
Leadership & Team Management: supervise, mentor, and manage a team of IT help desk technicians; develop training materials and provide ongoing training; conduct performance reviews; foster a collaborative, solution-oriented culture. Service Desk Operations: oversee day-to-day activities, manage ticketing systems, troubleshoot, escalate complex issues, and ensure timely, accurate resolution in line with SLAs; maintain high customer satisfaction through professional communication. Technical Support & Troubleshooting: provide hands-on support for end-user hardware and software, including desktops, laptops, mobile devices, and peripherals; support federal IT systems while complying with federal standards; coordinate with vendors and internal teams to resolve complex issues. Compliance & Security: adhere to federal regulations, cybersecurity policies, privacy standards, and security protocols; conduct regular audits and risk assessments; collaborate with cybersecurity teams to manage vulnerabilities. Reporting & Continuous Improvement: develop and maintain reports on help desk performance; analyze data to identify improvements and implement process changes; stay updated on emerging technologies and trends. Qualifications
Bachelor’s Degree in computer science, information technology, business administration, or a related field (often required). 5–8 years in IT support or help desk roles, with 2–3 years in managing a team (hiring, training, performance evaluations). Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM). Additional Requirements
In-depth knowledge of IT systems, infrastructure, and software development. Familiarity with government regulations, compliance, and security standards (e.g., NIST). Strong leadership, conflict resolution, and strategic decision-making abilities. Effective communication with stakeholders, team members, and senior management. Budgeting and financial oversight skills to manage the contract; ability to allocate resources efficiently and track expenses. Min Citizenship Status Required:
U.S. Citizen Physical Requirements:
No physical requirements for this position. Work Authorization:
US citizenship may be required for some positions. Location & Benefits
Location: McLean, Virginia; Remote option for US-based candidates within the DMV area. DMI offers a diverse, rewarding environment with benefits across multiple categories, including: Convenience/Concierge benefits Development opportunities Financial benefits (401k, insurance, EAP, etc.) Recognition programs Wellness programs 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. Equivalency
Job functions align with Information Technology; Seniority level: Mid-Senior level; Employment type: Full-time.
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