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

DMI, LLC is seeking a Service Desk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to drive consistent, high-quality service delivery.

• →Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)
• →Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams
• →Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data
• →Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real-time updates during outages
• →Administer and maintain the cloud-based ITSM solution including workflow configuration, ticket standards, and knowledge base management
• →Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after-hours support coverage
• →Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements

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.

• Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition
• Demonstrated experience managing multi-site service desk operations with SLA accountability
• Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent)
• Experience managing escalation workflows and major incident coordination
• ITIL 4 Foundations