Service Desk Tower Lead

Service Desk Tower Lead

DMI, LLC is looking for a Service Desk Tower Lead to lead our IT support team. As the IT Service Desk Tower Lead, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of technical issues, and providing exceptional customer service to our internal stakeholders. You will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of our organization.

Duties and responsibilities include: owning overall responsibility for ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management; managing all Service Desk supervisors, trainers, quality manager and workflow; ensuring queue management practices are followed and enhanced; responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incident and Requests; liaising with the customer Service Delivery Technical Monitors; managing the development and issuance of Service Desk operational reports; representing the Service Desk team in a customer-facing role; liaising with the Contractor designated Change lead; acting as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results; performing call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes; serving as a further escalation point for Service Desk supervisors; ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk; at least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services; familiarity with Avaya or Genesys Contact Centers a plus.

Qualifications: Min Citizenship Status Required: US Citizenship Required. Physical Requirements: No Physical requirement needed for this position. Location: Arlington, VA.

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 - 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.