Service Desk Lead

DMI•Remote,

1d•$97,193 - $121,492•Remote

About The Position

DMI, LLC is seeking an experienced and highly organized Service Desk Lead to oversee IT support operations for a federal government contract. The lead will be responsible for leading a team of help desk professionals, ensuring exceptional customer service, troubleshooting technical issues, and maintaining IT systems that support federal operations. This position requires in-depth knowledge of IT infrastructure, federal regulations, and the ability to effectively manage and optimize help desk operations.

Requirements

A Bachelor’s Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
5 to 8 years’ experience in IT support or help desk roles, with at least 2-3 years in managing a team of help desk technicians, including hiring, training, and performance evaluations.
In-depth knowledge of IT systems, infrastructure, and software development
Familiarity with government regulations, compliance, and security standards (e.g., NIST)
Strong leadership abilities to guide teams, resolve conflicts, and make strategic decisions.
Effective communication with stakeholders, team members, and senior management.
Budgeting and financial oversight skills to effectively manage the contract
Ability to allocate resources efficiently and track expenses.
Must be a U.S. Citizen

Nice To Haves

Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) is a plus.

Responsibilities

Supervise, mentor, and manage a team of IT help desk technicians, ensuring the efficient and effective resolution of user issues.
Develop training materials and provide ongoing training to staff to enhance technical skills and customer service.
Conduct performance reviews and offer feedback for continuous improvement.
Foster a collaborative and solution-oriented team culture.
Oversee the day-to-day activities of the IT help desk, including managing ticketing systems, troubleshooting, and escalating complex issues to appropriate technical teams.
Ensure timely and accurate resolution of incidents and service requests, adhering to established SLAs.
Maintain high levels of customer satisfaction by providing professional, clear, and courteous communication.
Provide hands-on support for end-user hardware and software issues, including desktop, laptop, mobile devices, and peripherals.
Support federal IT systems, including desktops, servers, networks, and other technologies in compliance with federal standards and regulations.
Coordinate with vendors, contractors, and internal teams to resolve complex technical issues.
Ensure adherence to all relevant federal regulations, including cybersecurity policies, privacy standards, and operational security protocols.
Conduct regular audits and risk assessments to ensure compliance with federal IT requirements and best practices.
Collaborate with cybersecurity teams to manage vulnerabilities and maintain secure IT infrastructure.
Develop and maintain detailed reports on help desk performance, including metrics on incident resolution times, customer satisfaction, and issue trends.
Analyze performance data to identify areas for improvement and implement process improvements.
Stay updated on emerging technologies and industry trends, integrating them into IT operations as appropriate.