Service Desk Manager

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

About The Opportunity

DMI, LLC is seeking a Service Desk Manager to join us.

The Service Desk Manager will oversee the daily operations and management of the organization's service desk and asset management processes. This role is responsible for ensuring that all service tickets are addressed efficiently and in a timely manner, with a strong focus on customer service. The Manager will lead a team of service desk professionals, ensuring they follow best practices and service-level agreements (SLAs). A deep understanding of ServiceNow ticketing systems and ITIL processes is essential. The Service Desk Manager will also be responsible for implementing process improvements, managing projects, and ensuring seamless asset management.

Duties And Responsibilities

• Service Desk Operations:
• Lead and manage the day-to-day operations of the service desk, ensuring quick resolution of technical issues and incidents.
• Monitor and track ticket status in ServiceNow to ensure timely response and resolution.
• Develop, implement, and maintain SLAs for service desk operations, aligning with organizational goals.
• Asset Management:
• Oversee the entire lifecycle of IT assets, including procurement, deployment, maintenance, and decommissioning.
• Ensure accurate asset tracking and management within the ServiceNow system or other asset management tools.
• Coordinate with procurement and finance teams to maintain proper records and compliance for all IT assets.
• Project Management:
• Manage and prioritize projects related to service desk improvements, system upgrades, and process optimization.
• Apply Agile and PMP methodologies to deliver projects on time and within scope.
• Collaborate with cross-functional teams to ensure smooth integration of service desk projects with other IT initiatives.
• Team Management:
• Supervise, mentor, and develop the service desk team, ensuring they have the resources and training necessary to provide high-quality support.
• Create staff schedules, manage performance, and address any team-related issues or challenges.
• Foster a culture of continuous improvement, encouraging the team to identify and implement efficiency gains.
• Customer Service & Support:
• Act as the escalation point for major incidents or complex service requests.
• Ensure excellent customer service by maintaining high levels of communication and responsiveness.
• Use data and metrics from ServiceNow to identify trends and develop strategies for improving service levels.
• Compliance & Reporting:
• Ensure that service desk operations align with ITIL best practices and organizational compliance requirements.
• Generate and deliver reports on key performance indicators (KPIs) related to service desk operations, asset management, and project completion.
• Collaborate with the IT leadership team to align service desk goals with overall IT and organizational objectives.
  

Qualifications

Education and Years of Experience:

Education

• Bachelor’s degree in Information Systems, Computer Science, or a relevant IT field – Required.
  
  

Experience

• 15 years of experience in service desk operations, including technical, project, and operational management.
  
  

Certifications

Required and Desired Skills/Certifications:

• PMP (Project Management Professional) – Required prior to onboarding.
• Agile Certification – Required prior to onboarding.
• ITIL 4+ Foundation Certification – Required prior to onboarding.
  
  

Technical Skills

• Proven experience managing a service desk team and operations, with a preference for candidates with ServiceNow experience.
• Strong understanding of asset management, IT ticketing systems, and service desk best practices.
• Deep expertise with service desk management tools, particularly ServiceNow, including ticketing, reporting, and asset management functionalities.
• Strong understanding of ITIL methodologies and best practices for service management.
• Ability to manage technical projects, upgrades, and process improvements using Agile and PMP frameworks.
  
  

Additional Requirements

• • Excellent leadership and team management skills, with the ability to motivate and guide a high-performing service desk team.
  • Strong communication and interpersonal skills, with a focus on customer service.
  • Problem-solving mindset with a proactive approach to identifying areas for improvement and driving operational excellence.
    

Preferred Qualifications

• Master’s degree in Information Systems, Computer Science, or related field.
• Additional certifications in service management or leadership (e.g., ITIL Expert, Six Sigma).
• Prior experience managing large-scale IT service desks in enterprise environments.
  
  

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position .

Location: Remote, US

Working at DMI

Benefits

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several 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. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

********* 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.

Job ID: 2024-27215