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About DMI
DMI is a global professional services company that specializes in digital strategy, design, transformation, and support. More than your basic systems integrator or big-box advisor, we are a new breed of partner that blends human-centric consulting and design with agile engineering, delivery, and global scale. We believe that digital transformation is an end-to-endless evolutionary process that requires technology solutions and partners that meet organizations where they are. Consultants at the core, DMI has been delivering mission-critical, enterprise-grade solutions since 2002 for more than a hundred Fortune 1,000 enterprises, various state and local government agencies, and all fifteen U.S. federal departments. DMI has grown to 2,100+ employees globally and has been continually recognized by top industry analysts as well as a Top Workplace in the USA and Remote. DMInc.com | Careers | Twitter | LinkedIn | Facebook About the Opportunity Duties and Responsibilities:- Manage the government client's Tier 1 Support Center to meet the established operational performance metrics
- Mentor and coach Technical Service Representatives in all aspects of providing outstanding technical support
- Report on Deskside Support Incident and Request tickets
- Maintain proper staffing levels to ensure SLA metrics are met and customer satisfaction is maintained
- Establish best practice techniques and strategies
- Generate and present metrics, reports, information, and improvement recommendations to management
- Recommend and ensure compliance with policies, procedures, and standards
- Support business development and proposal efforts as appropriate
- B.S. degree in a computer, or other information management related discipline
- Active Security Clearance Preferred
- Experience managing support staff of 20+ employees and contractors
- Develop service improvement programs
- Developed training program for all new support engineers
- Knowledge and experience in ITIL-based service design and management;
- Knowledge and experience in managing a customer-focused operation;
- Demonstrated written and oral communication skills, including experience in presenting material to senior Government officials;
- ITIL Foundations certification or equivalent.
- HDI certification or equivalent
- 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