Service Desk Manager

DMI•Washington, DC

1d•Onsite

About The Position

DMI, LLC is seeking a Service Desk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi-site environment supporting 700+ network users across seven locations. This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to drive consistent, high-quality service delivery.

Requirements

Practical experience with the ITIL 4 Framework, specifically Service Operation and Service Transition
Demonstrated experience managing multi-site service desk operations with SLA accountability
Proficiency with cloud-based ITSM platforms (ServiceNow, BMC Helix, or equivalent)
Experience managing escalation workflows and major incident coordination
ITIL 4 Foundations
Must be a U.S. Citizen

Responsibilities

Own the full incident and problem lifecycle from logging, categorization through escalation, resolution, and closure in the ITSM platform (ServiceNow, BMC Helix, or equivalent)
Manage and provide daily direction to service desk staff across onsite and remote support functions; coordinate integration between off-site service desk operations and onsite technical teams
Monitor SLA performance, analyze trends, and report metrics to program leadership; drive continuous improvement based on operational data
Manage escalations to Tier 3 and vendor teams; oversee major incident handling including stakeholder communications and real-time updates during outages
Administer and maintain the cloud-based ITSM solution including workflow configuration, ticket standards, and knowledge base management
Determine and acquire resources to meet operational scope; coordinate staffing across service hours including after-hours support coverage
Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to align service desk operations with infrastructure and security requirements