Service Desk Quality Analyst

About DMI

DMI 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, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area. This candidate will be responsible for the following :

Duties and Responsibilities :

• Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
• Review tickets, recorded calls, and coach as needed.
• Preferred experience with ServiceNow and Genesys.
• Identify trends and create clear actionable plans to effectively improve quality of service.
• Oversee Quality Assurance activities and track performance against customer requirements.
• Provide oversight for health of tickets and hold agents accountable.
• Review tickets and performance metrics to implement corrective action as necessary.
• Manage operational reports and make Service Desk quality improvement recommendations.
• Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers.
• Partner with Human Resources to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development.
• Continually improve the quality and cost effectiveness of IT services.
• Address IT service performance that is not meeting expectations.
• Incident, Call Interaction, E-mail / Chat, and KPI monitoring.
• Develop and manage a structured training plan for all service desk staff.
• Maintain constant flow of communication to all sites, management, and customers.
• Ability to work in a distributed and cross functional team environment.

Qualifications

Education and Years of Experience :

Required and Desired Skills / Certifications :

Additional Requirements : Successful completion of a Public Trust background investigation and / or a Public Trust clearance.

Min Citizenship Status Required : Must be a U.S. Citizen

Physical Requirements : No physical requirement is needed for this position.

Location : Arlington, Virginia

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 :

We lead with honesty and integrity.

We take responsibility and deliver.

We are relentless about delivering value.

We innovate with purpose.

We collaborate and celebrate our success.

These values show up in how we support every part of your well-being :

Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.

Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.

Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.

Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.

Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI 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.

No Agencies Please

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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