Service Desk Lead

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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DMI, LLC is seeking an experienced and highly organized Service Desk Lead to oversee our IT support operations for a federal government contract. The lead will be responsible for leading a team of help desk professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations.

Duties and Responsibilities:

• Leadership & Team Management:
  • Supervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues.
  • Develop training materials and provide ongoing training to staff to enhance technical skills and customer service.
  • Conduct performance reviews and offer feedback for continuous improvement.
  • Foster a collaborative and solution-oriented team culture.
• Service Desk Operations:
  • Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
  • Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
  • Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.
• Technical Support & Troubleshooting:
  • Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.
  • Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.
  • Coordinate with vendors, contractors, and internal teams to resolve complex technical issues.
• Compliance & Security:
  • Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
  • Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
  • Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.
• Reporting & Continuous Improvement:
  • Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
  • Analyze performance data to identify areas for improvement and implement process improvements.
  • Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.

Education and Years of

Experience:

• A Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
• 5 to 8 years’ experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) is a plus.

Additional Requirements:

• In-depth knowledge of IT systems, infrastructure, and software development
• Familiarity with government regulations, compliance, and security standards (e.g., , NIST)
• Strong leadership abilities to guide teams, resolve conflicts, and…