Mid Service Desk Manager

DMI•Atlanta, GA

7d•Onsite

About The Position

DMI, LLC is seeking a Mid Service Desk Manager to oversee deskside support operations at the Customer Support Center (CSC). This role involves ensuring Service Level Agreement (SLA) requirements are met, managing ticket assignments and escalations, and coordinating IT support during critical events and system upgrades. The position also requires providing guidance to team members, maintaining process documentation, supporting new IT solution implementations, and managing AV support services.

Requirements

Bachelor of Science in Information Technology or other related field
2-4 Years of Experience managing a service desk
Must be a U.S. Citizen

Nice To Haves

ITIL Preferred

Responsibilities

Oversee deskside support operations at the Customer Support Center (CSC), ensuring that SLA requirements are met and escalations are handled promptly.
Manage and assign tickets to Level 2 technicians, monitoring incident progress and ensuring daily updates for all open tickets.
Coordinate the logistics of IT support during emergencies, public health events, and system upgrade cycles, including scheduling overtime or weekend coverage as needed.
Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure seamless collaboration with campus leads and the Field Site Support (FSS) team.
Maintain comprehensive documentation for processes, reports, and trends to identify areas for improvement in deskside support services.
Support the implementation of new IT solutions, assisting with testing and rollout to ensure compliance with CDC standards and best practices.
Manage AV support services, including vendor coordination and system upgrades, while adhering to OCIO SLA metrics.