We have other current jobs related to this field that you can find below
-
Service Desk Supervisor
2 months ago
Cincinnati, United States Encore Technologies Full timeEncore Technologies is seeking a Lead Service Desk AnalystThe role involves planning, organizing, and directing the Service Desk-related activities and personnel, ensuring high availability and support for all IT-related services.Encore Technologies has been named one of the fastest-growing companies and Tech Company of the Year by the Cincinnati Business...
-
Service Desk Analyst
4 days ago
Cincinnati, United States Encore Talent Solutions Full timeEncore Talent is currently searching for 2 Service Desk Analysts to help with phone support for a Workday go-live for an end client requirement. Must be onsite M-F, 8-5 4-week contract role - 1 week of training and 3 weeks for support. Pay is $22 - $23 / hr Top 3 Skills to Have Customer service Phone skills Basic technical skills, such as Cleaning...
-
Service Desk Analyst
2 weeks ago
Cincinnati, United States Encore Talent Solutions Full timeEncore Talent is currently searching for 2 Service Desk Analysts to help with phone support for a Workday go-live for an end client requirement. Must be onsite M-F, 8-54-week contract role - 1 week of training and 3 weeks for support.Pay is $22 - $24 / hrTop 3 Skills to HaveCustomer servicePhone skillsBasic technical skills, such as Cleaning cache,...
-
Service Desk Analyst
2 weeks ago
Cincinnati, United States Encore Talent Solutions Full timeEncore Talent is currently searching for 2 Service Desk Analysts to help with phone support for a Workday go-live for an end client requirement. Must be onsite M-F, 8-54-week contract role - 1 week of training and 3 weeks for support.Pay is $22 - $24 / hrTop 3 Skills to HaveCustomer servicePhone skillsBasic technical skills, such as Cleaning cache,...
-
Service Desk Specialist I
4 weeks ago
Cincinnati, United States Staffmark Investment, LLC Full timeJob Summary We are currently hiring a Service Desk Specialist I to work our 11-8 pm Est schedule for our MIS Division, and our ideal candidate will possess a passion for impacting lives and our community. The primary purpose of this junior-level opportunity is to provide technical assistance and support related to computer systems, hardware, or software....
-
Service Desk Analyst
2 months ago
Cincinnati, United States Encore Technologies Full timeService Desk AnalystPay is $18 / hr.Work is onsite in Norwood, OH1st shift with start times ranging from 6am - 9amDescription:Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general...
-
Service Desk Analyst
1 week ago
Cincinnati, United States Encore Technologies Full timeService Desk AnalystPay is $18 / hr.Work is onsite in Norwood, OH1st and 2nd shift availableDescription:Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general compute.Responsibilities:Provide best in class...
-
Service Desk Analyst
1 month ago
Cincinnati, United States Encore Technologies Full timeService Desk AnalystPay is $18 / hr.Work is onsite in Norwood, OH1st shift with start times ranging from 6am - 9amDescription:Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general...
-
Service Desk Specialist I
4 weeks ago
Cincinnati, United States Staffmark Group Full timeJob Summary We are currently hiring a Service Desk Specialist I for our MIS Division, and our ideal candidate will possess a passion for impacting lives and our community. The primary purpose of this junior-level opportunity is to provide technical assistance and support related to computer systems, hardware, or software. Respond to calls and service desk...
-
Service Desk Specialist I
6 days ago
Cincinnati, United States Staffmark Group Full timeJob Summary We are currently hiring a Service Desk Specialist I for our MIS Division, and our ideal candidate will possess a passion for impacting lives and our community. The primary purpose of this junior-level opportunity is to provide technical assistance and support related to computer systems, hardware, or software. Respond to calls and service desk...
-
Service Desk Engineer
1 month ago
Cincinnati, United States Vertical Talent Solutions Full timeRole: Service Desk Engineer Level 2Local to Cincinnati, OH - Hybrid - 2-3 Days WFH (Other days will be in Office or Client visits)MSP Experience requiredOnly US Citizens may apply.EXP - 5 - 10 YrsOn-Call - 1 week every 4 monthsAbility to clock 80 hours in 2 weeksTier 2 candidates should have experience with the following.Experience with ConnectWise...
-
Front Desk Receptionist
4 days ago
Cincinnati, United States Podiatry Service Company LLC Full timeWe are seeking a full-time receptionist to work in our fast paced podiatric clinic. As a receptionist, you will be one of the first point of contact for our office. You will welcome guests and greet people who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting phone calls....
-
Front Desk Receptionist
3 weeks ago
Cincinnati, United States Podiatry Service Company LLC Full timeJob DescriptionJob DescriptionWe are seeking a full-time receptionist to work in our fast paced podiatric clinic.As a receptionist, you will be one of the first point of contact for our office. You will welcome guests and greet people who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting...
-
Hotel Front Desk Supervisor
4 weeks ago
Cincinnati, United States SREE Hotels LLC Full timeWe offer Daily pay! Access up to 50% of your earned wages after every shift. The Courtyard by Marriott, located in Downtown Cincinnati, is hiring for a full-time Front Desk Supervisor. The person hired for this position must have flexibility to work all shifts, weekdays and weekends. PRIMARY PURPOSE: The Front Desk Supervisor is responsible for assisting the...
-
Front Desk Receptionist
4 weeks ago
Cincinnati, United States Podiatry Service Company LLC Full timeJob DescriptionJob DescriptionWe are seeking a full-time receptionist to work in our fast paced podiatric clinic.As a receptionist, you will be one of the first point of contact for our office. You will welcome guests and greet people who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting...
-
Front Desk Receptionist
3 days ago
Cincinnati, United States Podiatry Service Company LLC Full timeWe are seeking a full-time receptionist to work in our fast paced podiatric clinic. As a receptionist, you will be one of the first point of contact for our office. You will welcome guests and greet people who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting phone calls. Receptionists...
-
Senior Customer Manager
3 months ago
Cincinnati, United States Chiquita Brands Full timeJob DescriptionJob DescriptionBenefits:401(k)Dental insuranceHealth insurancePaid time offVision insuranceWellness resourcesPOSITION OVERVIEW: The Senior Customer Manager will collaborate closely with the Director of Sales to achieve objectives for key accounts, focusing on forecasting, budgeting, and ensuring quality specifications are met. They will be...
-
Service Desk Analyst Level 2
1 month ago
Cincinnati, United States Kinettix Full timeJob Description: 1099 Independent Contractor Part-Time: at most 27 hours per week Shift Schedule: Weekend (Friday to Monday), Night Shift Coverage (7 am to 7 pm), 9 hours per shift with a 1-hour break L2 Service Desk Analysts typically need more advanced and specialized skills than L1 analysts. To support AWS, Azure, O365, and customer desktops, an L2...
-
Director of Health Services
3 weeks ago
Cincinnati, United States Senior Star Full timeThe Kenwood is Seeking an Experienced Health Services DirectorRN License RequiredSenior Star is a premier Senior Living community dedicated to providing compassionate care and enhancing the quality of life for our residents. We are committed to creating a supportive and enriching environment for both our residents and our associates.We are currently seeking...
-
Director of Health Services
4 weeks ago
Cincinnati, United States Senior Star Full timeThe Kenwood is Seeking an Experienced Health Services DirectorRN License RequiredSenior Star is a premier Senior Living community dedicated to providing compassionate care and enhancing the quality of life for our residents. We are committed to creating a supportive and enriching environment for both our residents and our associates.We are currently seeking...
![DMI](https://media.trabajo.org/img/noimg.jpg)
Senior Service Desk Manager
2 months ago
About DMI:
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity:DMI is looking to add a Senior Service Desk Manager that is responsible for overseeing the daily operations and management of the Service Desk team within our BPO Managed Mobility Services division. This role ensures the efficient handling of inbound contacts and tickets, delivering exceptional customer service, and meeting Service Level Agreements (SLAs). The ideal candidate will have extensive experience in service desk management, strong leadership skills, and a deep understanding of managed mobility services. The Senior Manager will also oversee Junior Managers and provide guidance to ensure team success.
Roles and Responsibilities:
- Leadership and Management:
- Lead, mentor, and develop the Service Desk team, including Junior Managers, to ensure high performance and professional growth.
- Foster a positive and collaborative work environment.
- Conduct regular team meetings and performance reviews.
- Operational Management:
- Oversee the daily operations of the Service Desk, ensuring timely and accurate handling of inbound contacts and tickets.
- Monitor and analyze performance metrics to ensure compliance with SLAs and KPIs.
- Implement and maintain efficient workflows and processes.
- Customer Service:
- Ensure the highest level of customer satisfaction by providing prompt and effective resolutions to customer issues.
- Handle escalated customer inquiries and complaints, ensuring a satisfactory resolution.
- Continuous Improvement:
- Identify areas for improvement and implement strategies to enhance service delivery and operational efficiency.
- Stay up to date with industry trends and best practices in managed mobility services.
- Collaboration and Communication:
- Work closely with other departments to ensure successful service delivery.
- Communicate effectively with internal and external stakeholders.
- Technology and Tools:
- Oversee the utilization of service desk tools and technologies.
- Ensure the team is adequately trained on current systems and software.
- Managing access to tools and customer applications.
- Junior Manager Oversight:
- Provide leadership and direction to Junior Managers to ensure they effectively manage their respective teams.
- Support Junior Managers in handling complex issues and developing their managerial skills.
- Conduct regular one-on-one meetings with Junior Managers to review performance and provide guidance.
- Workforce Management:
- Develop and implement workforce management strategies to ensure optimal staffing levels.
- Forecast contact volumes and plan resources accordingly.
- Manage scheduling, shift planning, and attendance to ensure coverage and efficiency.
- Accountability:
- Establish clear expectations and accountability for team performance.
- Implement performance metrics and KPIs to measure individual and team success.
- Hold team members accountable for meeting performance standards and delivering high-quality service.
- Performance Management:
- Conduct regular performance evaluations for team members, providing constructive feedback and coaching.
- Develop performance improvement plans for underperforming team members.
- Recognize and reward high performers to maintain motivation and morale.
- Executive Reporting:
- Prepare detailed reports on service desk performance for executive leadership.
- Provide insights and recommendations based on data analysis to support strategic decision-making.
Qualifications:
Education and Years of Experience:
- Bachelors degree in Business Administration, Information Technology, or a related field.
- Minimum of 7-10 years of experience in service desk management, preferably in a BPO or managed mobility services environment.
- Strong leadership and team management skills.
- Excellent customer service and communication skills.
- Proven ability to manage multiple priorities and projects.
- Proficiency in using service desk software and tools.
- ITIL certification is preferred.
Required and Desired Skills/Certifications:
- Leadership and team management
- Customer service excellence
- Operational efficiency
- Analytical and problem-solving skills
- Strong communication and interpersonal skills
- Adaptability and continuous improvement mindset
- Workforce management
- Performance management
Physical Requirements
- Ability to sit for long periods of time.
- This position primarily involves working in an office environment.
- Regular use of a computer, mouse, and keyboard for extended periods is required.
- Occasional travel for meetings, conferences, and team events will be necessary
Location: Cincinnati, Ohio (Onsite)
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. We offer a variety of perks and benefits that help meet 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:
- Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenie
- 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 develo
- Financial Generous 401k matches 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 employe
- Recognition Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral
- Wellness Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness optio
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 based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
***************** 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.
#LI-EK1