Help Desk / IT Solution Center (ITSC) Manager

DMI • Quantico, VA

1d • Onsite

About The Position

DMI, LLC is seeking a Help Desk / IT Solution Center (ITSC) Manager to join us.

Requirements

• 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.
• 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.
• Minimum Microsoft Certified Solutions Associate (MCSA) certification at start.
• Position shall meet the requirements of an ITA II per the DoD 8570.01-M, requires minimum of Security Plus certification or equivalent.
• This position requires the person(s) to be eligible and adjudicated to TS/SCI clearance level at contract start.
• Must be a U.S. Citizen

Nice To Haves

• ITIL training and/or certification a plus.
• Demonstrated ability to communicate orally and in writing.

Responsibilities

• Manages and operates a centralized service desk.
• Oversees User Support and Help Desk Specialist resolving request/problem incidents.
• Ensures all tickets are properly resolves as quickly as possible.
• Coordinates technical support from other administrators and developers as required.
• Measures effectiveness of incident/problems to determine resolution rates, potential system wide issues.

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: Manager
• Education Level: No Education Listed