Service Desk Manager

Overview

DMS, Inc., a BRMi company, is a forward-looking information and management sciences firm that has served clients in biomedical research, public health, and small business sectors since 1981. In 2020, DMS became a wholly owned subsidiary of BRMi, combining DMS’s deep health IT and scientific programming capabilities with BRMi’s strengths in automation, digital transformation, and cloud modernization. Today, we engage in areas such as enterprise application management, data analytics, bioinformatics, and applied information sciences. Our collaborative culture allows highly skilled professionals to partner in creating innovative, mission-driven solutions. For four decades, we've built our reputation on delivering quality, integrity, and measurable impact.

The Service Desk Manager oversees and manages a team of IT Support technicians delivering end-user IT support across a heterogeneous Windows, macOS, Linux, and iOS environment. This role is responsible for ensuring high-quality service delivery, meeting SLAs, and fostering a collaborative and customer-focused support culture.

Benefits:• Comprehensive Medical, Dental, and Vision Insurance• Employer-Paid Life Insurance• Employer-Paid Short-Term and Long-Term Disability Insurance• 401(k) Plan with Immediate Vesting eligibility on the first of the month following start date• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays• Educational Assistance

Salary: Will Discuss during screening process. 

Click here to learn about BRMi's culture.

Click here to see BRMi’s Glassdoor reviews

Responsibilities

• Oversee and manage a team of IT Support technicians, including training, coaching, and performance monitoring.
• Provide leadership and direction to the IT Support team, fostering a collaborative and high-performance work environment.
• Ensure tickets meet high quality standards, SLAs, and customer expectations.
• Ensure IT Support staff provide timely and effective support to end users, resolving technical issues and fulfilling service requests in a professional and customer-focused manner.
• Coordinate the response to and resolution of IT incidents, ensuring service desk staff follow established protocols and procedures to minimize downtime.
• Analyze recurring issues and trends to identify root causes and implement corrective actions.
• Monitor SLAs and ensure performance meets or exceeds targets.
• Manage escalation of complex or high-priority issues to appropriate technical teams or management, ensuring timely resolution and communication.
• Collaborate with other IT teams to support timely issue resolution and knowledge sharing.
• Contribute to the maintenance and regular review of systems documentation, knowledge bases, and SOPs.
• Perform other duties as assigned

Qualifications

• 8+ years of relevant, applicable professional experience.
• Experience in service desk team leadership roles, including performance management and process improvement.
• Demonstrated ability to manage customer expectations and deliver high-quality customer service.
• Hands-on experience with ServiceNow for queue management and ticket fulfillment.
• Bachelor’s degree from an accredited college or university.
• Familiarity with enterprise tools such as JAMF, MECM, Active Directory, Bomgar, Cylance, and Ivanti is preferred.
• Ability to obtain and maintain a Public Trust clearance.
• Prior experience in large, complex IT environments is a plus.

** BRMi will not sponsor applicants for work visas for this position.**

**This is a W2 opportunity only**

EOE/Minorities/Females/Vet/Disabled 

We are an equal opportunity employer that values diversity and commitment at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.