Job Details

ID #45983951
State Virginia
City Arlington
Job type Permanent
Salary USD TBD TBD
Source DMI
Showed 2022-09-25
Date 2022-09-24
Deadline 2022-11-22
Category Et cetera
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Client Services Tower Lead

Virginia, Arlington, 22226 Arlington USA

Vacancy expired!

About DMI

DMI (Digital Management, LLC.) is a global technology solutions company that specializes in digital strategy, design, transformation and support. Utilizing expertise from six unique DMI Groups, in the areas of AI & Analytics, Commerce, Experience, Managed Services, Transformation, and Government, DMI delivers intelligent digital transformation solutions that meet organizations where they are. Born digital, DMI has been delivering mission-critical, enterprise grade solutions since 2002 for over a hundred Fortune 1000 enterprises and all fifteen U.S. Federal Departments. DMI has grown to 2,500+ employees globally and has been continually recognized by top industry analysts as market leader as well as a Top Place to Work by the Washington Post. DMInc.com | Careers | Twitter | LinkedIn | Facebook

About the Opportunity

Customer Service Tower Lead (Senior Manager)

This person will manage coordination, administration and timely execution of projects, including setting, tracking and meeting deadlines, coordinating schedules, facilitating communication between project/ tower team leaders. Responsible for managing the following functional teams:
  • Telecom Services
  • Client Services Operations
  • Mobile Device Management
  • Wireless Support
  • Platform Services Lead
  • Endpoint / McAfee Support
  • Desk side Support
  • Hardware Asset Management

They will manage functions to create synergy, provides leadership with strategic plans, and adopts a horizontal and vertical outlook. Culture is key on this team, having a proactive and transparent mindset is a must! Experience working in a large and complex environment is also a must.

Responsibilities include the following:
  • Develop and monitor project plans with clearly identified critical path; track and follow up on risks
  • Define and manage key short- and long-term project milestones; accurately report progress against milestones to keep projects/initiatives on schedule
  • Complete project status reports identifying overall status against timelines, risks, issues, dependencies, etc.
  • Respond proactively to both business and program issues and escalate appropriately
  • Help manage project financials and track monthly spend updates to budget
  • Develop creative and innovative insights to solve complex challenges and see those action plans through completion
  • Train and mentor staff of all levels (junior through senior)
  • Shall be responsible for all reporting (such as SLAs, financial reporting, personnel), initiate onboarding, off boarding process, and supervision of contractor personnel.
  • Organizes, plans, directs, staffs, and coordinates contract and subcontract activities as the authorized interface with the oversight manager, technical monitor, and government management personnel, and customer agency representatives; ensures compliance with Federal rules and regulations.
  • Analyzes, evaluates, and proposes recommendations to improve business processes
  • Develops and manages timelines and implementation activities to ensure implementations are completed on time, within budget and meet expectations
  • Sets and resets expectations with internal and external stakeholders
  • Prepare and consolidate leadership dashboards and reports
  • Facilitate timely and accurate communication and flow of information among leadership and key stakeholders
  • Facilitate meetings with various stakeholder groups
  • Build relationships across extended sponsorship teams to operate effectively and successfully influence deliverables and results
  • Manage ad hoc requests/inquiries from a variety of sources: Federal leaders, Contract leaders, business leaders, other internal and external sources

Minimum Qualifications:

  • ITIL Foundations v3 or v4 required
  • Demonstrated communication skills
  • Knowledge and background in program management, project management and process improvement methodologies
  • Attention to detail with excellent organizational and time management skills
  • Strong knowledge of Microsoft Office Suite especially Excel, PowerPoint, Visio, and teams
  • Experience working with ServiceNow
  • Mid-to-large size organizational experience
  • Government contracting experience
  • Experience influencing large cross organizational teams and managing change efforts
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage coordination with cross-functional teams.
  • Demonstrated experience and certifications in Project Management, Scrum and DevOPS
  • Demonstrated experience in prioritizing and managing process improvement initiatives aimed at increasing data integrity, reporting capability, and process efficiency.

Qualifications

#LI-JS1

Location: Arlington, VA

Physical Requirements: N/A

US Citizenship Required

Working at DMI

DMI is a diverse, prosperous and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help met various interests and needs, while still having the opportunity to work directly with a number of our award winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
  • Community - Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
  • Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel and many other items to provide convenience
  • Development - Annual Performance management, continuing education and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development
  • Financial - Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee
  • Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgement through Give-A-Wow, employee referral bonuses.
  • Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, on-site lactation rooms provide employees with several wellness options
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

No Agencies Please

Vacancy expired!

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