Request Fulfillment Lead

DMI

3d • Remote

About The Position

The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience. This role manages the end-to-end lifecycle of request fulfillment, including logging, prioritizing, assigning, and resolving requests, while ensuring compliance with established service level agreements (SLAs). The Request Fulfillment Lead works closely with stakeholders to understand their needs, proactively identify opportunities for process improvement, and implement solutions that streamline workflows and reduce response times.
Additionally, this role ensures that all team members are equipped with the necessary tools, training, and resources to deliver high-quality support, while fostering a culture of accountability and continuous improvement. The Request Fulfillment Lead also collaborates with other IT teams, such as the Service Desk and Business Relationship Management, to ensure seamless integration of services and alignment with broader organizational goals. By maintaining detailed records, generating performance reports, and analyzing trends, the Request Fulfillment Lead provides valuable insights to improve service delivery and optimize resource allocation, ultimately driving operational efficiency and customer satisfaction.

Requirements

• Expertise in managing hardware, software, and assistance requests
• Strong organizational and prioritization skills
• Familiarity with ITSM request fulfillment processes
• Customer Service and problem-solving skills
• Successful completion of a government security screening and/or a Secret Clearance
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• Must be a U.S. Citizen

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed