Help Desk / IT Solution Center (ITSC) Manager

Duties and Responsibilities: Manages and operates a centralized service desk. Oversees User Support and Help Desk Specialists resolving request/problem incidents. Ensures all tickets are properly resolved as quickly as possible. Coordinates technical support from other administrators and developers as required. Measures the effectiveness of incidents/problems to determine resolution rates and potential system-wide issues.

Education and Years of Experience: Minimum of ten (10) years of experience, of which at least five years must be specialized. Specialized experience includes: management of help desks in a multi-server environment, comprehensive knowledge of PC operating systems, e.g., Windows, as well as networking and mail standards, and supervision of help desk employees. General experience includes information systems development, network, and other work in the client/server field, or related fields.

Required Skills & Certifications: Must have demonstrated ability to communicate orally and in writing, and a positive customer service attitude. Experience in the day-to-day operation of a service desk. Experience with customer relationship management. ITIL training and/or certification a plus. Demonstrated ability to communicate orally and in writing. Minimum Microsoft Certified Solutions Associate (MCSA) certification at start. Position shall meet the requirements of an ITA II per the DoD 8570.01-M, requiring a minimum of Security Plus certification or equivalent.

Clearance Requirements: This position requires the person(s) to be eligible and adjudicated to the TS/SCI clearance level at contract start.

Citizenship Status Required: Must be a U.S. Citizen

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com, DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together: Do What's Right - We lead with honesty and integrity. * Own the Outcome - We take responsibility and deliver. * Deliver for Our Customers - We are relentless about delivering value. * Think Bold, Act Smart - We innovate with purpose. * Win Together - We collaborate and celebrate our success. These values aren't just ideals-they show up in how we support every part of your well-being: * Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier. * Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive. * Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future. * Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements. * Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health. DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.