{"id":2393074,"url":"https://alion.io/job/dminc-mid-level-service-desk-manager","title":"Mid-Level Service Desk Manager","company":{"id":2743519,"name":"DMI","domain":"dminc.com","url":"https://alion.io/company/dminc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":107000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":379},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-12T21:51:18Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-15T19:11:14Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About DMI\nDMI 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, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com\nAbout the Opportunity\nDMI, LLC is seeking a Mid Service Desk Manager to join us.\nDuties and Responsibilities:\nOversee deskside support operations at the Customer Support Center (CSC), ensuring that SLA requirements are met and escalations are handled promptly.\nManage and assign tickets to Level 2 technicians, monitoring incident progress and ensuring daily updates for all open tickets.\nCoordinate the logistics of IT support during emergencies, public health events, and system upgrade cycles, including scheduling overtime or weekend coverage as needed.\nProvide guidance to Service Desk Liaisons (SDLs) and other team members to ensure seamless collaboration with campus leads and the Field Site Support (FSS) team.\nMaintain comprehensive documentation for processes, reports, and trends to identify areas for improvement in deskside support services.\nSupport the implementation of new IT solutions, assisting with testing and rollout to ensure compliance with CDC standards and best practices.\nManage AV support services, including vendor coordination and system upgrades, while adhering to OCIO SLA metrics.\nQualifications\nEducation and Years of Experience:\nBachelor of Science in Information Technology or other related field\n2-4 Years of Experience managing a service desk\nRequired and Desired Skills/Certifications:\nITIL Preferred \nMin Citizenship Status Required: Must be a U.S. Citizen\nPhysical Requirements: No Physical requirement needed for this position.\nLocation: Atlanta, Georgia\nMinimum Salary Rate\n$90,375Median Salary Rate\n$112,969Working at DMI\nDMI 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:\nDo What’s Right - We lead with honesty and integrity.\nOwn the Outcome - We take responsibility and deliver.\nDeliver for Our Customers - We are relentless about delivering value.\nThink Bold, Act Smart - We innovate with purpose.\nWin Together - We collaborate and celebrate our success.\nThese values aren’t just ideals-they show up in how we support every part of your well-being:\nConvenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.\nDevelopment - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.\n Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.\nRecognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.\nWellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health. \nDMI 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.\n***************** No Agencies Please *****************\nApplicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. 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