Service Desk Analyst - Level II,Team Lead

DMI • Arlington, VA

5d

About The Position

DMI is seeking a dedicated and experienced Service Desk Level II to manage Tier 1 support operations for a federal government client in Arlington, VA.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline.
• 5+ years of experience in an IT service desk or technical support management role.
• Experience managing a support team of 10 or more personnel in a high-demand environment.
• Demonstrated ability to implement service improvement initiatives and training programs.
• Proven leadership and team-building skills within an IT support environment.
• Expertise in ITIL-based service design and operations management.
• Strong customer service orientation and experience managing client-facing support functions.
• Excellent written and verbal communication skills, with experience presenting to senior stakeholders, including government officials.
• ITIL v3 or v4 Foundations certification.
• HDI certification (or equivalent service desk leadership certification).
• Must be able to work flexible shifts, including nights and weekends, as needed.
• Ability to obtain a security clearance
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• US Citizen

Nice To Haves

• Experience supporting federal government environments.

Responsibilities

• Lead and manage the client’s Tier 1 Service Desk team to meet established Service Level Agreements (SLAs) and performance metrics.
• Mentor Technical Service Representatives, providing guidance on delivering high-quality technical support and customer service.
• Ensure proper staffing coverage and adjust schedules as needed to maintain operational efficiency and SLA compliance.
• Monitor and report on deskside support incidents and service requests, ensuring timely and accurate ticket resolution.
• Establish and promote industry best practices, ensuring compliance with internal policies and client standards.
• Create, analyze, and present performance metrics, trend reports, and service improvement recommendations to management.
• Support business development and proposal efforts by contributing technical insight and leadership experience.
• Drive the development and implementation of training programs for onboarding and continuous learning of support staff.

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
• Number of Employees: 1,001-5,000 employees