{"id":2393072,"url":"https://alion.io/job/dminc-sr-service-desk-shift-lead","title":"Sr. Service Desk Shift Lead","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":"lead","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":75000,"max_usd":165000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":93},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","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":"2026-10-21T22:00:54Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"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 Sr. Service Desk Shift Lead to join us.\nDuties and Responsibilities:\nOversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.\nLead and mentor a team of service desk technicians, providing guidance and support to enhance performance.\nMonitor service levels and ensure adherence to established SLAs and KPIs.\nAct as the primary escalation point for complex technical issues and critical incidents.\nCoordinate shift schedules, workload distribution, and coverage to maintain 24/7 operational support.\nImplement and enforce service desk policies, procedures, and best practices.\nCollaborate with IT leadership to identify process improvements and enhance service efficiency.\nConduct training sessions to develop team members’ technical skills and customer service capabilities.\nGenerate reports and analyze service desk performance metrics to drive continuous improvement.\nEnsure accurate documentation of incidents, service requests, and resolutions in the ticketing system.\nFacilitate effective communication between the service desk, end users, and other IT teams.\nSupport onboarding of new employees by providing training on IT systems and support processes.\nQualifications\nEducation and Years of Experience:\nBachelor of Science in Information Technology or other related field\n2-4 Years of Experience working as a Service Desk Shift Lead\nRequired and Desired Skills/Certifications:\nITIL Preferred \nCitizenship Status Required: Must be a U.S. Citizen\nPhysical Requirements: No Physical requirement needed for this position.\nLocation: Atlanta, Georgia\n#LI-JL1\nMinimum Salary Rate\n$141,614.00Median Salary Rate\n$141,614.00Working 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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