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About DMI
DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,500+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. DMInc.com | Careers | Twitter | LinkedIn | Facebook About the Opportunity DMI is looking for an onsite Senior Deskside Support Manager to support a federal customer in the DC Metro area . This individual with supervise a large team of Deskside Support technicians. Candidates for this role must have deep over-arching technology experience, and experience leading Managed Services desktop support teams, and implementing Deskside Support automation tools. The "right-fit" potential must also maintain a strong work ethic, ensure all issues are appropriately addressed, documented, and swiftly resolved; and be able to take on daily (competing) priorities. The best candidate must be able to manage and escalate responses for all IT related issues, requests for technical support, establish rigorous ticket queue management best practices, and route issues to the appropriate staff, management, and/or stakeholder as necessary. Duties and Responsibilities:- Manage schedules and technical coverage given day-to-day operations of Deskside Support.
- Oversee daily operation of a large Deskside Support team, to include support for Corporate University, VIP Executive Support, and Deskside Support in Kansas, Chicago, and Dallas.
- Provide technical leadership, mentoring, delegation, and assist training/development.
- Serve as the lead and escalation point for all aspects of desktop support.
- Develop automation to streamline various help desk tasks including ticket routing, escalation, alerts & notifications, scripted responses, communications, feedback requests, ticket ratings, customer service metric reporting, SLA monitoring, updates/backups, end-user self-help, third-party tool integrations, etc.
- Lead research, evaluation, testing, configuration, maintenance, and support of products and services for the current and future desktop hardware and software environment.
- Manage all end-user incident and request tickets through ServiceNow.
- Compile weekly, quarterly, and annual reports and metrics.
- Provide data and reporting of KPI's and trends to leadership.
- Ensure the Deskside Support team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
- Provide technical support including troubleshooting software, repair/replacement of desktop PC hardware, laptops, printers (PrintSmart and MFD support), scanners, phones, etc.
- Manage all ticket queues, ticket volumes, ticket trends, and breached tickets.
- Provide oversight and advanced support of tickets escalated from the Service Desk.
- Ensure compliance with quality and service delivery metrics for all services & resources, to meet Service Level Agreements (SLAs). Ensure deskside personnel adhere to all SOPs.
- Ensure a high degree of customer service and adhere to all service management principles by monitoring ticket and reviewing end-user and senior management feedback.
- Excellent interpersonal skills, verbal/written communication skills & the ability to manage multiple competing priorities while balancing team workload are required.
- Attending meetings as determined by the contract.
- Maintain constant flow of communication to all sites, management, and customers.
- Ability to work in a distributed and cross functional team environment.
- Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum 8-10 years equivalent work experience managing a fast-paced Deskside Support and/or Service Desk environment .
- ITIL 4 Foundation
- ServiceNow System Administration
- CompTIA A+
- CompTIA Network+
- Google IT Support Professional Certificate
- Cisco Certified Network Associate (CCNA)
- Microsoft 365: Modern Desktop Administrator Associate
- HDI Support Center Team Lead (HDI-SCTL)
- HDI Support Center Manager (HDI-SCM) .
- Experience performing quality assurance responsibilities in support of ServiceNow.
- Understanding of the ServiceNow Application Suite covering ITSM, ITOM and ITBM areas.
- Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals.
- 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