IT Queue Coordinator

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.

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Are you highly organized, detail-driven, and energized by keeping operations running smoothly?
DMI, LLC is seeking a proactive IT Queue Coordinator to play a vital role in ensuring our service desk operates efficiently and delivers exceptional support.

In this role, you’ll be at the center of IT service operations — managing ticket flow, optimizing workload distribution, and helping teams meet critical service level commitments. If you thrive in a fast-paced environment where your coordination skills directly impact performance and customer satisfaction, we want to hear from you.

As our IT Queue Coordinator, you will:

• Oversee IT service desk queue operations to ensure timely and accurate ticket assignment
• Monitor incoming requests and incidents, prioritizing and routing them to the appropriate teams
• Collaborate closely with contract and support teams to maintain efficient ticket flow
• Track ticket status and proactively escalate issues at risk of missing SLAs
• Maintain and improve queue management procedures and workflows
• Analyze ticket trends and identify opportunities to enhance service delivery
• Generate performance reports and metrics to support leadership decision-making
• Coordinate with team leads to balance workloads and optimize productivity
• Ensure proper ticket categorization and prioritization
• Support continuous improvement initiatives within service desk operations
• Facilitate effective communication between the service desk and support teams

Your work will directly impact service quality, response times, and operational excellence. You’ll help ensure that every ticket reaches the right team at the right time — keeping systems running and customers supported.

We’re looking for a skilled IT professional who understands the critical role queue management plays in service excellence.

• 3+ years of hands-on experience managing IT service desk queue operations and ticket assignment
• Experience working with IT service management platforms such as Service Now
• Strong understanding of ticket routing, prioritization methodologies, and workflow coordination
• Working knowledge of SLA management and escalation procedures
• Proven organizational skills with the ability to coordinate across multiple teams in a fast-paced environment

• Bachelor’s degree from an accredited institution or equivalent professional experience

Education substitutions accepted per contract guidelines:

• No degree: 2 additional years of relevant experience
• Associate’s degree: 1 additional year of relevant experience
• Bachelor’s degree: Meets baseline requirement
• Master’s degree or PhD: No additional experience required

We value experience and practical expertise just as much as formal education.

Stand out from the crowd with:

• ITIL Foundation certification
• Advanced Service Now experience or certification
• Knowledge of ITIL incident and request management processes
• Strong understanding of service desk operations and workflow optimization
• Analytical skills with the ability to identify trends and recommend improvements
• Excellent communication and cross-team coordination abilities

• Ability to successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance
• U.S. Citizenship required

• Location: Alexandria, VA
• Physical Requirements: None required for this position

Location:
Alexandria, VA

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that…