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DMI · 3 weeks ago

Service Desk Analyst - Level II,Team Lead

US-VA-Arlington

Full-time

Onsite

Senior Level

5+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. The company is seeking a dedicated and experienced Service Desk Level II to manage Tier 1 support operations for a federal government client, ensuring compliance with established Service Level Agreements and mentoring the support team.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Lead and manage the client’s Tier 1 Service Desk team to meet established Service Level Agreements (SLAs) and performance metrics

Mentor Technical Service Representatives, providing guidance on delivering high-quality technical support and customer service

Ensure proper staffing coverage and adjust schedules as needed to maintain operational efficiency and SLA compliance

Monitor and report on deskside support incidents and service requests, ensuring timely and accurate ticket resolution

Establish and promote industry best practices, ensuring compliance with internal policies and client standards

Create, analyze, and present performance metrics, trend reports, and service improvement recommendations to management

Support business development and proposal efforts by contributing technical insight and leadership experience

Drive the development and implementation of training programs for onboarding and continuous learning of support staff

Qualification

ITIL-based service managementCustomer service orientationLeadership skillsITIL v3V4 certificationHDI certificationTeam-building skillsExperience in federal environmentsCommunication skills

Required

Bachelor's degree in Computer Science, Information Systems, or a related discipline

5+ years of experience in an IT service desk or technical support management role

Experience managing a support team of 10 or more personnel in a high-demand environment

Demonstrated ability to implement service improvement initiatives and training programs

Proven leadership and team-building skills within an IT support environment

Expertise in ITIL-based service design and operations management

Strong customer service orientation and experience managing client-facing support functions

Excellent written and verbal communication skills, with experience presenting to senior stakeholders, including government officials

ITIL v3 or v4 Foundations certification

HDI certification (or equivalent service desk leadership certification)

Successful completion of a Public Trust background investigation and/or a Public Trust clearance

US Citizen

Preferred

Experience supporting federal government environments

Must be able to work flexible shifts, including nights and weekends, as needed

Ability to obtain a security clearance

Benefits

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.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees