Service Desk Manager

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    "datePosted": "2026-05-29T04:00:00.000Z",
    "description": "<h2>About DMI</h2>\n<p>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</p>\n<h2>About the Opportunity</h2>\n<p>DMI, LLC is seeking a <strong>Service</strong><strong> Desk Manager</strong> to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to drive consistent, high-quality service delivery.</p>\n<p> </p>\n<p><strong>Duties and Responsibilities:</strong></p>\n<ul>\n <li>Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)</li>\n <li>Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams</li>\n <li>Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data</li>\n <li>Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real-time updates during outages</li>\n <li>Administer and maintain the cloud-based ITSM solution including workflow configuration, ticket standards, and knowledge base management</li>\n <li>Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after-hours support coverage</li>\n <li>Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements</li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Required Skills & Certifications: </strong></p>\n<ul>\n <li>Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition</li>\n <li>Demonstrated experience managing multi-site service desk operations with SLA accountability</li>\n <li>Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent)</li>\n <li>Experience managing escalation workflows and major incident coordination</li>\n <li>ITIL 4 Foundations</li>\n</ul>\n<p><strong>Citizenship Status Required: </strong>Must be a <u>U.S. Citizen</u></p>\n<p><strong> </strong></p>\n<p><strong>Physical Requirements:</strong> None required for this position.</p>\n<p><strong> </strong></p>\n<p><strong>Location: </strong>Washington, DC</p>\n<p> </p>\n<p>#LI-BQ1</p>\n<h2>Working at DMI</h2>\n<p>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:</p>\n<p> </p>\n<ul>\n <li><strong>Do What’s Right</strong> – We lead with honesty and integrity.</li>\n <li><strong>Own the Outcome</strong> – We take responsibility and deliver.</li>\n <li><strong>Deliver for Our Customers</strong> – We are relentless about delivering value.</li>\n <li><strong>Think Bold, Act Smart</strong> – We innovate with purpose.</li>\n <li><strong>Win Together</strong> – We collaborate and celebrate our success.</li>\n</ul>\n<p>These values aren’t just ideals—they show up in how we support every part of your well-being:</p>\n<p> </p>\n<ul>\n <li><strong>Convenience/Concierge</strong> – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.</li>\n <li><strong>Development</strong> – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.</li>\n <li><strong>Financial</strong> – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.</li>\n <li><strong>Recognition</strong> – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.</li>\n <li><strong>Wellness</strong> – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.</li>\n</ul>\n<p>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.</p>\n<p> </p>\n<p><strong>***************** No Agencies Please *****************</strong></p>\n<p> </p>\n<p>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.</p>",
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