Full Job Description
DMI (Digital Management, LLC.), the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, IoT and big data analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Bethesda, MD, with satellite offices around the world. The company was named one of the 2018 Top Workplaces in the Washington, DC area by The Washington Post and received Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Instagram.
About the Opportunity:
DMI (Digital Management, LLC.) is looking for a Deputy Service Desk Manager to support an agency wide service desk for our federal client in the Health IT space.
Duties and Responsibilities:
Responsible for the delivery of IT services and support to the agency and component customers.
Works closely with the client to support effective delivery of a stable, cost effective and secure IT environment; quality, timely and cost-efficient maintenance; and a modernized technology environment to meet business demands in a cost-effective manner.
Oversight for all facets of operations for computer, network, communications, and hardware and software infrastructure technologies.
Management of a tiered service desk
Responsible for auditing incidents and tickets and reporting
Works closely with the Service Desk Team to ensure open communication and that all issues are addressed and moving forward
Monitors incidents which are high priority as well as answer questions and provide solutions
Education and Years of Experience:
BA/BS in a technical discipline with at least 10 years of experience
4+ years’ experience managing a tiered service desk
Excellent knowledge of service desk ticketing systems (ServiceNow, etc.)
Outstanding leadership and organizational skills
Excellent communication skills
Excellent problem-solving ability
ITIL v3 or v4
Location: Washington, DC Metro
Working at DMI
DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
Community – Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community.
Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience.
Development – Annual performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
Financial – Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options.
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.