Service Desk Analyst - Level II,Team Lead

About the Opportunity

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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Dedicated and experienced Service Desk Level II to manage Tier 1 support operations for a federal government client in Arlington, VA.

• 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.

Education & Experience Requirements:

• 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.

Required Skills &

Certifications:

• 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).

Preferred

Skills:

• Experience supporting federal government environments.
• Must be able to work flexible shifts, including nights and weekends, as needed.
• Ability to obtain a security clearance.

Successful completion of a Public Trust background investigation and/or a Public Trust clearance. Min Citizenship Status

Required:

US Citizen.

Arlington, VA

DMI Is a Diverse, Prosperous, And Rewarding Place To Work. Our Culture Is Shaped By Five Core Values That Guide How We Work, Grow, And Succeed Together.

• 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.

Applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.