Service Desk Quality Analyst

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 is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area.

• Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
• Review tickets, recorded calls, and coach agents.
• Use Service Now and Genesys (preferred experience).
• Identify trends and create clear actionable plans to improve quality of service.
• Oversee Quality Assurance activities and track performance against customer requirements.
• Provide oversight for health of tickets and hold agents accountable.
• Review tickets and performance metrics to implement corrective actions as needed.
• Manage operational reports and recommend Service Desk quality improvements.
• Identify and assess quality issues, determine root causes, and communicate to management and customers.
• Partner with Human Resources to achieve recruiting and staffing levels, develop retention strategies, and assist in employee training and development.
• Continuously improve the quality and cost effectiveness of IT services.
• Address IT service performance that is not meeting expectations.
• Monitor incident, call interaction, e‑mail/chat, and KPI.
• Develop and manage a structured training plan for all service desk staff.
• Maintain constant flow of communication to all sites, management, and customers.
• Work in a distributed and cross‑functional team environment.

Education and Years of

Experience:

• Bachelor's degree in Computer Science or Engineering, or a minimum of eight years’ equivalent experience in a fast‑paced Service Desk environment.

• Service Now certification and ITIL certification (preferred).
• Experience performing quality assurance responsibilities in support of Service Now.
• Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals.

• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• U.S. citizenship required.

Arlington, VA

Our culture is shaped by five core values:

• 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.

We also offer:

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer‑to‑peer shoutouts.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings.