IT Solution Center (ITSC) Manager, Help Desk

About DMI 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, efficient, and cost-effective solutions that drive measurable results. Learn more at About the Opportunity DMI, LLC is seeking a Help Desk / IT Solution Center (ITSC) Manager to join us. Duties and Responsibilities Manages and operates a centralized service desk. Oversees User Support and Help Desk Specialists resolving request/problem incidents. Ensures all tickets are properly resolved as quickly as possible. Coordinates technical support from other administrators and developers as required. Measures the effectiveness of incidents/problems to determine resolution rates and potential system-wide issues. Qualifications Education and Years of Experience: Minimum of ten (10) years of experience, of which at least five years must be specialized. Specialized experience includes management of help desks in a multi-server environment, comprehensive knowledge of PC operating systems, e.g., Windows, as well as networking and mail standards, and supervision of help desk employees. General experience includes information systems development, network, and other work in the client/server field, or related fields. Required Skills & Certifications: Must have demonstrated ability to communicate orally and in writing, and a positive customer service attitude. Experience in the day-to-day operation of a service desk. Experience with customer relationship management. ITIL training and/or certification a plus. Demonstrated ability to communicate orally and in writing. Minimum Microsoft Certified Solutions Associate (MCSA) certification at start. Position shall meet the requirements of an ITA II per the DoD 8570.01-M, requiring a minimum of Security Plus certification or equivalent. Clearance Requirements: This position requires the person(s) to be eligible and adjudicated to the TS/SCI clearance level at contract start. Citizenship Status Required: Must be a U.S. Citizen. Physical Requirements: None required for this position. Location: Quantico, VA. Benefits DMI offers a comprehensive benefits package that includes: Virtual health visits, commuter perks, pet insurance, and entertainment discounts. Annual performance reviews, tuition assistance, and internal career growth opportunities. Generous 401(k) matches, life and disability insurance, and financial wellness tools. Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts. Healthcare coverage, wellness programs, flu shots, and biometric screenings. 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. #J-18808-Ljbffr Digital Management