DMI Computer · 3 weeks ago
Service Desk Analyst - Level II,Team Lead
Arlington, VA
Full-time
Onsite
Senior Level
5+ years expDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a dedicated and experienced Service Desk Level II to manage Tier 1 support operations for a federal government client in Arlington, VA. The role involves leading the Service Desk team, ensuring compliance with SLAs, and mentoring support staff while driving service improvement initiatives.
Information TechnologyManufacturingSoftware
No H1B
Security Clearance RequiredU.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
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 Computer
Distribuidor mayorista informático con una trayectoria de más de 30 años de experiencia en sector.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase