DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI is looking for a Lead Service Desk Analyst to support a federal customer in Arlington, VA. This candidate will be responsible for the following:

Duties and Responsibilities:

• Team lead for multiple techs in a fast paced 24x7 environment.
• Work with other team leads in report creation, queue monitoring, training and QA
• Work with management on SLAs/KPIs
• Work with Govt Leadership when necessary
• Answer Help Desk phones when needed and provide Tier I-II support to users on a variety of issues
• Responds to calls, email, chat and personnel requests for technical support
• Documents, tracks, and monitors problems to ensure a timely resolution
• Possess strong customer service and communications skills

Preferred Skills:

• Strong customer service and strong communication skills (both written and verbal)
• Strong leadership qualities
• Experience working with a diverse team in a 24x7 environment
• IT Certifications relevant to HD support
• Excellent interpersonal skills, especially ability to listen and understand what is being described
• Working knowledge of ServiceNow ticket system; creating, updating and closing tickets
• Experience using Microsoft Office tools

Location: Arlington, VA

Physical Requirements:  N/A

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

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