Sr. Service Desk Shift 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, LLC is seeking a Sr. Service Desk Shift Lead to join us.

Duties and Responsibilities:

• Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.
• Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance.
• Monitor service levels and ensure adherence to established SLAs and KPIs.
• Act as the primary escalation point for complex technical issues and critical incidents.
• Coordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support.
• Implement and enforce service desk policies, procedures, and best practices.
• Collaborate with IT leadership to identify process improvements and enhance service efficiency.
• Conduct training sessions to develop team members' technical skills and customer service capabilities.
• Generate reports and analyze service desk performance metrics to drive continuous improvement.
• Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system.
• Facilitate effective communication between the service desk, end users, and other IT teams.
• Support onboarding of new employees by providing training on IT systems and support processes.

Qualifications

Education and Years of Experience:

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience working as a Service Desk Shift Lead

Required and Desired Skills/Certifications:

• ITIL Preferred

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

Physical Requirements: No Physical requirement needed for this position

Location: Atlanta, Georgia

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI well-being:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance, and Disability to help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** 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.