About the Opportunity
DMI, LLCis seekingaServiceDesk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to drive consistent, high-quality service delivery.
Duties and Responsibilities:
- Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)
- Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams
- Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data
- Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real-time updates during outages
- Administer and maintain the cloud-based ITSM solution including workflow configuration, ticket standards, and knowledge base management
- Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after-hours support coverage
- Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements
Qualifications
Required Skills & Certifications:
- Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition
- Demonstrated experience managing multi-site service desk operations with SLA accountability
- Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent)
- Experience managing escalation workflows and major incident coordination
- ITIL 4 Foundations
Citizenship Status Required: Must be a U.S. Citizen
Physical Requirements: None requiredfor this position.
Location: Washignton, DC
