Service Desk Manager

Service Desk Manager

DMI is looking for a Service Desk Manager to support a Federal Government customer in the Gulfport, Mississippi area. This Service Desk Manager will manage the performance of Level 1 services and support customers to ensure that service levels are achieved.

Duties and Responsibilities:

• Responsible for ensuring that customer expectations are met or exceeded.
• Responsible for ensuring the Contractor staff is meeting and exceeding performance expectations, defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and deliverables.
• The Service Desk Manager shall:
• Oversee 100% of the requests, incidents, and problems
• Manage and coordinate urgent and complicated support issues
• Act as an escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Determine root cause of issues and communicate appropriately to internal and external customers
• Train and coach service desk specialists (Level 1) before being assigned to their duties. Oversee staff activities
• Identify team leads for three sections, including Tier 1, Incident Management, and Problem Management.
• Verify sufficient employee coverage and provide backup support
• Communicate status/issues with customers and develop strategies for improvement
• Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Knowledge Management repository and ensure top-quality solutions are available to the staff
• Develop an effective and workable framework for managing and improving customer IT support in the organization
• Advise management on situations that may require additional client support or escalation; and
• Review customer satisfaction survey feedback from end users to improve services, tools, and support experience
• The SD Manager will disseminate policy, prepare and distribute schedules, monitor Contractor activities, advise Government personnel of the status of projects, and prepare deliverables. The SD Manager or designated representative shall be responsible for the delivery and coordination of all deliverables required for the Service Desk task areas of this program.

Qualifications:

Education and Years of Experience: At least Five (5) years of relevant experience in IT Service Desk environment. Bachelor's degree (or higher) from an accredited college or university. Required and Desired Skills/Certifications:

• Help Desk Institute (HDI) or Service Desk Institute (SDI) Certification (required)
• ITIL Certification (required)
• Thinks independently and demonstrates exceptional written and oral communication skills.

Min Citizenship Status Required: US Citizen Physical Requirements: No Physical requirements needed for this position Location: Stennis Data Center, Gulfport, Mississippi

Working at DMI:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• 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.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.