Sr. Service Desk Shift Lead

About The Opportunity

DMI, LLC is seeking a Sr. Service Desk Shift Lead to join us.

Duties And Responsibilities

• Oversee daily service desk operations, ensuring timely resolution of IT incidents and service requests.
• Lead and mentor a team of service desk technicians, providing guidance and support to enhance performance.
• Monitor service levels and ensure adherence to established SLAs and KPIs.
• Act as the primary escalation point for complex technical issues and critical incidents.
• Cook up and enforce service desk policies, procedures, and best practices.
• Collaborate with IT leadership to identify process improvements and enhance service efficiency.
• Conduct training sessions to develop team members’ technical skills and customer service capabilities.
• Generate reports and analyze service desk performance metrics to drive continuous improvement.
• Ensure accurate documentation of incidents, service requests, and resolutions in the ticketing system.
• Facilitate effective communication between the service desk, end users, and other IT teams.
• Support onboarding of new employees by providing training on IT systems and support processes.

Qualifications

• Education and Years of Experience: Bachelor of Science in Information Technology or other related field 2-4 Years of Experience working as a Service Desk Shift Lead Required
• Required And Desired Skills/Certifications: ITIL Preferred
• Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements

No Physical requirement needed for this position.

Location

Atlanta, Georgia

Working At DMI

DMI 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

• Do What’s Right – We lead with honesty and integrity.
• Own the Outcome – We take responsibility and deliver.
• Deliver for Our Customers – We are relentless about delivering value.
• Think Bold, Act Smart – We innovate with purpose.
• Win Together – We collaborate and celebrate our success.

Benefits

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.