Job Specifications
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
Join DMI, LLC as an IT Queue Coordinator
Are you highly organized, detail-driven, and energized by keeping operations running smoothly? DMI, LLC is seeking a proactive IT Queue Coordinator to play a vital role in ensuring our service desk operates efficiently and delivers exceptional support.
In this role, you’ll be at the center of IT service operations — managing ticket flow, optimizing workload distribution, and helping teams meet critical service level commitments. If you thrive in a fast-paced environment where your coordination skills directly impact performance and customer satisfaction, we want to hear from you.
What You’ll Do
As our IT Queue Coordinator, you will:
Oversee IT service desk queue operations to ensure timely and accurate ticket assignment
Monitor incoming requests and incidents, prioritizing and routing them to the appropriate teams
Collaborate closely with contract and support teams to maintain efficient ticket flow
Track ticket status and proactively escalate issues at risk of missing SLAs
Maintain and improve queue management procedures and workflows
Analyze ticket trends and identify opportunities to enhance service delivery
Generate performance reports and metrics to support leadership decision-making
Coordinate with team leads to balance workloads and optimize productivity
Ensure proper ticket categorization and prioritization
Support continuous improvement initiatives within service desk operations
Facilitate effective communication between the service desk and support teams
Why This Role Matters
Your work will directly impact service quality, response times, and operational excellence. You’ll help ensure that every ticket reaches the right team at the right time — keeping systems running and customers supported.
Qualifications
What You Bring
We’re looking for a skilled IT professional who understands the critical role queue management plays in service excellence.
Required Experience
3+ years of hands-on experience managing IT service desk queue operations and ticket assignment
Experience working with IT service management platforms such as ServiceNow
Strong understanding of ticket routing, prioritization methodologies, and workflow coordination
Working knowledge of SLA management and escalation procedures
Proven organizational skills with the ability to coordinate across multiple teams in a fast-paced environment
Education & Experience Substitutions
Bachelor’s degree from an accredited institution or equivalent professional experience
Education Substitutions Accepted Per Contract Guidelines
No degree: 2 additional years of relevant experience
Associate’s degree: 1 additional year of relevant experience
Bachelor’s degree: Meets baseline requirement
Master’s degree or PhD: No additional experience required
We value experience and practical expertise just as much as formal education.
Preferred Qualifications
Stand out from the crowd with:
ITIL Foundation certification
Advanced ServiceNow experience or certification
Knowledge of ITIL incident and request management processes
Strong understanding of service desk operations and workflow optimization
Analytical skills with the ability to identify trends and recommend improvements
Excellent communication and cross-team coordination abilities
Clearance & Eligibility Requirements
Ability to successfully complete a Public Trust background investigation and/or obtain a Public Trust clearance
U.S. Citizenship required
Work Environment
Location: Alexandria, VA
Physical Requirements: None required for this position
Location: Alexandria, VA
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 fin
About the Company
DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development. DMI supports federal, state and local agencies, and managed mobility commercial enterprise customers around the world. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.
Know more