Sr. Service Desk Shift Lead
Listed on 2026-07-23
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Sr. Service Desk Shift Lead
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
Citizenship Status
Required:
Must be a U.S. Citizen
Physical Requirements:
No Physical requirement needed for this position.
Location:
Atlanta, Georgia
Minimum Salary Rate: $
Median Salary Rate: $
Working at DMI:
- Do What's Right – We lead with honesty and integrity.
- Own the Outcome – We take responsibility and deliver.
- Deliver for Our Customers – We are relentless about delivering value.
- Think Bold, Act Smart – We innovate with purpose.
- Win Together – We collaborate and celebrate our success.
These values aren't just ideals—they show up in how we support every part of your well-being:
- 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.
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.
***************** No Agencies Please *****************
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