Service Desk Lead

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.

The First Voice When Training Can't Wait

Location: On-Site - Glynco, GA | KEY PERSONNEL

YOUR INCENTIVES

$10,000 Relocation Bonus for embedded on-site leadership

$5,000 Win Bonus tied to service stabilization and customer satisfaction milestones

High-visibility role supporting senior FLETC users

Career growth in a 10-year program environment

THE MISSION

When an instructor's laptop fails 10 minutes before a training class of 50 officers, they call your team. When a VIP visit requires immediate AV support, they call your team. You'll define the frontline IT experience for trainees, instructors, leadership, and partner agencies during high-tempo training operations.

Forget anonymous ticket queues. Here, you'll know your users by name. You'll see the training classes that run because your team responded fast. Customer satisfaction isn't a metric-it's the mission.

WHAT YOU'LL DO

Lead ITIL-aligned Service Desk and Workspace Support operations
• Own incident, request, problem, and knowledge management using Ivanti tools
• Ensure rapid response during live training and surge periods-failures aren't theoretical here
• Drive service maturity through Continual Service Improvement Plans
• Manage staffing, escalations, metrics, and user experience for consistent service delivery
• Serve as primary interface between IT operations and FLETC leadership
• Build and maintain knowledge base for faster resolution of recurring issues

WHAT YOU BRING (REQUIRED)

• 5+ years of detailed Help Desk/Service Desk experience
• 5+ years of broader IT experience including operations, support, and management
• Experience implementing ITIL-based service management processes
• Hands-on experience with enterprise ticketing systems (e.g., Ivanti HEAT)
• Bachelor's degree in Information Systems, Computer Science, or equivalent experience

NICE TO HAVE

HDI, ITIL, and/or PMP certifications

Experience in training or educational IT environments

Background managing service desk operations at scale

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

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

Physical Requirements: None required for this position.

Location: Onsite position based in Glynco, GA/Brunswick, GA

#LI-EK1

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.