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Help Desk Manager

Company: DMI Mobile Enterprise Solutions
Location: Arlington
Posted on: September 22, 2022

Job Description:

About DMI

DMI is a global professional services company that specializes in digital strategy, design, transformation, and support. More than your basic systems integrator or big-box advisor, we are a new breed of partner that blends human-centric consulting and design with agile engineering, delivery, and global scale. We believe that digital transformation is an end-to-endless evolutionary process that requires technology solutions and partners that meet organizations where they are. Consultants at the core, DMI has been delivering mission-critical, enterprise-grade solutions since 2002 for more than a hundred Fortune 1,000 enterprises, various state and local government agencies, and all fifteen U.S. federal departments. DMI has grown to 2,100+ employees globally and has been continually recognized by top industry analysts as well as a Top Workplace in the USA and - Twitter - LinkedIn --Facebook

About the Opportunity

Duties and Responsibilities:Manage the government client's Tier 1 Support Center to meet the established operational performance metricsMentor and coach Technical Service Representatives in all aspects of providing outstanding technical supportReport on Deskside Support Incident and Request ticketsMaintain proper staffing levels to ensure SLA metrics are met and customer satisfaction is maintainedEstablish best practice techniques and strategiesGenerate and present metrics, reports, information, and improvement recommendations to managementRecommend and ensure compliance with -policies, procedures, and standardsSupport business development and proposal efforts as appropriate


Education and Years of Experience:B.S. degree in a computer, or other information management related disciplineActive Security Clearance PreferredRequired Skills/Certifications:Experience managing support staff of 20+ employees and contractorsDevelop service improvement programsDeveloped training program for all new support engineers -Knowledge and experience in ITIL-based service design and management;Knowledge and experience in managing a customer-focused operation;Demonstrated written and oral communication skills, including experience in presenting material to senior Government officials;ITIL Foundations certification or equivalent.HDI certification or equivalentLocation: Arlington, VAPhysical Requirements: - N/AUS Citizenship RequiredWorking at DMIDMI 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 met 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:Community - Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a communityConvenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenienceDevelopment - 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 developmentFinancial - Generous 401k match for 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 employeeRecognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness optionsEmployees 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 on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.#LI-JS1***************** No Agencies Please *****************Job SummaryJob ID: 2022-24204Category: Infrastructure SupportLocation: US-VA-Arlington

Keywords: DMI Mobile Enterprise Solutions, Arlington , Help Desk Manager, Executive , Arlington, Virginia

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