Service Request Specialist

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.

DMI (Digital Management, LLC.) is seeking a Service Request Specialist to join our Managed Mobility Services (MMS) team in Sharonville, OH. This role supports our procurement and fulfillment operations, ensuring end users receive the mobile devices and accessories they need to stay productive.

As part of the MMS Service Request team, you will manage incoming service requests related to mobile device procurement, upgrades, replacements, and accessories. Unlike our frontline help desk technicians, this role operates primarily as an "offline" support function, focusing on order management, logistics coordination, and ticket processing rather than continuous phone support.

You will work closely with internal teams, mobile carriers, and vendors to ensure devices are ordered, configured, shipped, and delivered accurately and efficiently. The ideal candidate is detail-oriented, organized, and comfortable working in a high-volume ticket environment, with strong data entry and customer service skills.

Key Responsibilities

Manage and fulfill service request tickets related to mobile device procurement and logistics.

• Process orders for mobile device upgrades, replacement devices, and accessories (chargers, cases, etc.).
  
• Coordinate device shipments and delivery logistics to end users.
  
• Support new hire device deployments, including bulk device orders and shipment coordination.
  
• Accurately document and update requests in ServiceNow or other ticketing systems.
  
• Ensure all orders are processed accurately and within service level agreements (SLAs).
  
• Track order status and provide updates to internal teams and end users as needed.
  
• Work with mobile carriers, vendors, and internal teams to resolve order or fulfillment issues.
  
• Maintain high levels of accuracy in data entry and order documentation.
  
• Assist other MMS teams with overflow work or special projects when needed.

Required Qualifications

• High school diploma or equivalent
• Strong attention to detail and organizational skills
• Excellent data entry and documentation accuracy
• Strong written and verbal communication skills
• Ability to manage multiple tasks and tickets simultaneously
• Comfortable working in a fast-paced operations environment
• Proficiency with computers and business software
• Reliable attendance and schedule flexibility
• Ability to work overtime when required

Preferred Qualifications

• Experience working in order management, logistics, procurement, or fulfillment
• Experience working in a contact center or ticket-based support environment
• Familiarity with ServiceNow or similar ticketing systems
• Experience supporting mobile devices or working with mobile carriers (Verizon, AT&T, T-Mobile)
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Typing speed of 40+ words per minute
• Ability to work independently with minimal supervision

Additional Requirements

• Ability to obtain and maintain Public Trust security clearance

Work Location & Schedule

• Primary Location: Onsite in Sharonville, OH
• Work Environment: Managed Mobility Services Contact Center
• Schedule: DMI operates 24/7/365, and this role requires flexibility with scheduling
• Any weekend shifts (Saturday/Sunday) may be worked remotely
• Any weekday shifts are worked onsite

About Managed Mobility Services (MMS)
DMI's Managed Mobility Services team provides comprehensive mobility lifecycle support for enterprise, mid-market, and government clients. Our services include device procurement, deployment, troubleshooting, and telecom expense management, helping organizations efficiently manage their mobile technology environments.

#LI-EK1

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.