Mid Service Desk Manager

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Mid Service Desk Manager to join us.

Duties and Responsibilities:

Oversee deskside support operations at the Customer Support Center (CSC), ensuring that SLA requirements are met and escalations are handled promptly.
• Manage and assign tickets to Level 2 technicians, monitoring incident progress and ensuring daily updates for all open tickets.
• Coordinate the logistics of IT support during emergencies, public health events, and system upgrade cycles, including scheduling overtime or weekend coverage as needed.
• Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure seamless collaboration with campus leads and the Field Site Support (FSS) team.
• Maintain comprehensive documentation for processes, reports, and trends to identify areas for improvement in deskside support services.
• Support the implementation of new IT solutions, assisting with testing and rollout to ensure compliance with CDC standards and best practices.
• Manage AV support services, including vendor coordination and system upgrades, while adhering to OCIO SLA metrics.

Education and Years of Experience:

• Bachelor of Science in Information Technology or other related field
• 2-4 Years of Experience managing a service desk

Required and Desired Skills/Certifications:

• ITIL Preferred

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Atlanta, Georgia

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.

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 *****************

Applicants selected 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.