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, efficient, 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.
• Ability to review tickets, recorded calls, and coach.
• 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 Resource 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:  

• Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum eight year’s equivalent work experience in a fast-paced Service Desk environment.

Required and Desired Skills/Certifications: 

• ServiceNow Certification and ITIL Certification is preferred.
• Experience performing quality assurance responsibilities in support of ServiceNow.
• Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals.

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:

 

• 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.

These values aren’t just ideals—they show up in how we support every part of your well-being:

 

• 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. 

DMI values employees for their talents and contributions, and we ta