DMI · 10 hours ago
Service Desk Lead
Georgia, United States
Full-time
Onsite
Senior Level
5+ years expDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Service Desk Lead to manage ITIL-aligned Service Desk operations, ensuring rapid response during live training and driving service maturity through continual improvement plans.
Cyber SecurityEnterprise SoftwareInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen OnlyHiring Manager
Elizabeth Kirk
Responsibilities
Lead ITIL-aligned Service Desk and Workspace Support operations
Own incident, request, problem, and knowledge management using Ivanti tools
Ensure rapid response during live training and surge periods—failures aren't theoretical here
Drive service maturity through Continual Service Improvement Plans
Manage staffing, escalations, metrics, and user experience for consistent service delivery
Serve as primary interface between IT operations and FLETC leadership
Build and maintain knowledge base for faster resolution of recurring issues
Qualification
Required
5+ years of detailed Help Desk/Service Desk experience
5+ years of broader IT experience including operations, support, and management
Experience implementing ITIL-based service management processes
Hands-on experience with enterprise ticketing systems (e.g., Ivanti HEAT)
Bachelor's degree in Information Systems, Computer Science, or equivalent experience
Successful completion of a Public Trust background investigation and/or a Public Trust clearance
Must be a U.S. Citizen
Preferred
HDI, ITIL, and/or PMP certifications
Experience in training or educational IT environments
Background managing service desk operations at scale
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.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$8.44MKey Investors
OceanSound Partners
2021-10-26Private Equity
2016-08-31Series Unknown· $4.19M
2013-06-03Debt Financing· $0.2M
Leadership Team
Gary Wang
Chief Technology Officer
Jay Sunny Bajaj
Founder and Board Member
Recent News
Company data provided by crunchbase