Service Desk Manager

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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

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 to 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 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.

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 communications skills.

Min Citizenship Status Required: US Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Stennis Data Center, Gulfport Mississippi

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, 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.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.