Service Desk Quality Analyst

Service Desk Quality Analyst

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.

DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area. Duties and responsibilities include managing a quality assurance program to ensure the service desk is delivering quality support, reviewing tickets, recorded calls, and coaching, identifying trends and creating clear actionable plans to improve service quality, overseeing quality assurance activities and tracking performance against customer requirements, providing oversight for health of tickets and holding agents accountable, reviewing tickets and performance metrics to implement corrective action as necessary, managing operational reports and making service desk quality improvement recommendations, identifying and assessing quality issues, determining root cause, and communicating appropriately to management and customers, partnering with human resources to achieve recruiting and staffing levels to meet demands, developing and managing a structured training plan for all service desk staff, maintaining constant flow of communication to all sites, management, and customers, and ability to work in a distributed and cross functional team environment.

Qualifications include a 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. Required and desired skills/certifications include servicenow certification and ITIL certification is preferred, 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. Additional requirements include successful completion of a public trust background investigation and/or a public trust clearance. Min citizenship status required: must be a U.S. citizen. Physical requirements: no physical requirement is needed for this position. Location: Arlington, Virginia.

Working at DMI, DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together: do what's right, own the outcome, deliver for our customers, think bold, act smart, win together. These values aren't just ideals-they show up in how we support every part of your well-being: convenience/concierge, development, financial, recognition, wellness. 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.