[Hiring] Service Desk Lead @DMI

Role Description

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.

Qualifications

• 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.

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 make strategic decisions.
• Effective communication with stakeholders, team members, and senior management.
• Budgeting and financial oversight skills to effectively manage the contract.
• Ability to allocate resources efficiently and track expenses.
• Must be a U.S. Citizen.

Physical Requirements

• No physical requirements needed for this position.

Location

• Remote, US

Salary

• Minimum Salary Rate: $97,193
• Median Salary Rate: $121,492

Benefits

• 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.