IT Service Desk Ticketing System Administrator

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.

Visibility and Accountability at Scale

Location: On-Site - Glynco, GA

YOUR INCENTIVES

$8,000 Relocation Bonus

$5,000 Performance-Based Win Incentive

High-impact role supporting SLA transparency and leadership reporting

Enterprise ITSM platform ownership

THE MISSION

Every ticket tells a story about the training mission. Every SLA met-or missed-matters to leadership. You'll own the ITSM platform that provides operational visibility across FLETC IT, turning service data into actionable intelligence.

The dashboards you build won't sit unused. FLETC leadership reviews service metrics regularly. When they see green, they know the mission is on track-because of your work.

WHAT YOU'LL DO

Administer Ivanti Service Manager, Voice, Asset, and Change platforms
• Maintain data integrity and reporting accuracy for leadership visibility
• Configure workflows, dashboards, and SLA metrics aligned with contract requirements
• Support audits and continuous improvement efforts with accurate service data
• Design and maintain database schemas with strong referential integrity
• Enable self-service capabilities and knowledge management for faster resolution

WHAT YOU BRING (REQUIRED)

• Certification in administration of FLETC IT Service Desk system OR equivalent verifiable experience
• Extensive experience designing and administering databases with strong referential integrity
• Demonstrated experience with Ivanti Service Manager, Voice Server, Asset Manager, and Change Manager
• Understanding of ITIL service management frameworks

NICE TO HAVE

ITIL certification

Experience with ITSM tool integrations and API development

Background in federal IT service management environments

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: None required for this position.

Location: Remote, US

#LI-JL1

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 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.