Service Desk Lead

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking an experienced and highly organized Service Desk Lead to oversee our IT support operations for a federal government contract. The lead will be responsible for leading a team of help desk professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations.

Duties and Responsibilities:

Leadership & Team Management:
• Supervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues.
• Develop training materials and provide ongoing training to staff to enhance technical skills and customer service.
• Conduct performance reviews and offer feedback for continuous improvement.
• Foster a collaborative and solution-oriented team culture.
• Service Desk Operations:
• Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
• Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
• Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.
• Technical Support & Troubleshooting:
• Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.
• Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.
• Coordinate with vendors, contractors, and internal teams to resolve complex technical issues.
• Compliance & Security:
• Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
• Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
• Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.
• Reporting & Continuous Improvement:
• Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
• Analyze performance data to identify areas for improvement and implement process improvements.
• Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.

Education and Years of Experience:

• A Bachelor's Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
• 5 to 8 years' experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) is a plus.

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 abilities to guide teams, resolve conflicts, and make strategic decisions.
• Effective communication with stakeholders, team members, and senior management.
• Budgeting and financial oversight skills to effectively manage the contract
• Ability to allocate resources efficiently and track expenses.

Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No physical requirements needed for this position.

Location: Remote, US

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.