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DMI · 9 hours ago

Service Desk Quality Analyst

Virginia, United States

Full-time

Onsite

Mid, Senior Level, Lead/Staff

8+ years exp

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Service Desk Quality Analyst to manage a Quality Assurance Program for a federal customer, ensuring quality support and operational excellence within the Service Desk. The role involves overseeing quality assurance activities, coaching staff, and developing training plans to improve service delivery.

Cyber SecurityEnterprise SoftwareInformation TechnologySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support

Ability to review tickets, recorded calls, and coach

Identify trends and create clear actionable plans to effectively 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 action as necessary

Manage operational reports and make Service Desk quality improvement recommendations

Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers

Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development

Continually improve the quality and cost effectiveness of IT services

Address IT service performance that is not meeting expectations

Incident, Call Interaction, E-mail/Chat, and KPI monitoring

Develop and manage a structured training plan for all service desk staff

Maintain constant flow of communication to all sites, management, and customers

Ability to work in a distributed and cross functional team environment

Qualification

ServiceNow CertificationITIL CertificationQuality AssuranceContinuous Process ImprovementPerformance Analysis

Required

Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum eight year's equivalent work experience in a fast-paced Service Desk environment

Experience performing quality assurance responsibilities in support of ServiceNow

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

Must be a U.S. Citizen

Preferred

Preferred experience with ServiceNow and Genesys

ServiceNow Certification and ITIL Certification is preferred

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.

Company

DMI

DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.

Founded in 2002

Bethesda, Maryland, USA

1001-5000 employees