Service Desk Manager

Service Desk Manager

DMI, LLC is seeking a Service Desk 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

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 required for this position.

Location: Washington, DC

Minimum Salary Rate: $109,525.50

Median Salary Rate: $119,023.50

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.

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.

*********** 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.