Service Desk Operations Manager

2 weeks ago

Cincinnati Ohio, United States DMI Full time
About DMI

DMI is a leading global provider of digital services, operating at the intersection of public and private sectors. With a broad range of capabilities across IT managed services, cybersecurity, cloud migration, and application development, DMI delivers on-site and remote support to clients in various industries, including governments, healthcare, financial services, transportation, manufacturing, and critical infrastructure sectors.

About the Opportunity

DMI is seeking a Service Desk Manager to oversee the daily operations of a team within the Service Desk. This role focuses on ensuring efficient handling of inbound contacts and tickets, providing exceptional customer service, and meeting Service Level Agreements (SLAs). The Manager will collaborate with the Senior Manager to implement strategies, manage team performance, and drive continuous improvement.

Key Responsibilities
  • Team Supervision: Oversee the daily activities of the Service Desk team members, ensuring they effectively manage inbound contacts and tickets.
  • Operational Management: Monitor team performance metrics to ensure compliance with SLAs and KPIs, and assist in developing and maintaining efficient workflows and processes.
  • Customer Service: Promote a customer-centric approach within the team, handle escalated customer inquiries and issues, and maintain a high level of customer satisfaction.
  • Continuous Improvement: Identify opportunities for improving service desk operations and customer service, participate in initiatives to enhance service delivery and operational efficiency, and stay informed about industry trends and best practices.
  • Communication and Collaboration: Facilitate effective communication within the team and with other departments, provide regular updates to the Senior Manager on team performance and issues, and collaborate with other teams to ensure seamless service delivery.
  • Performance Management: Conduct regular performance evaluations for team members, provide feedback and coaching, develop performance improvement plans for underperforming team members, and recognize and reward high performers to maintain motivation and morale.
  • Training and Development: Ensure team members receive adequate training on systems, tools, and customer service practices, identify and address training needs within the team, and foster a culture of continuous learning and development.
  • Workforce Management: Assist in managing team schedules, shift planning, and attendance, ensure optimal staffing levels to meet service demand, and monitor and adjust resources as needed to maintain efficiency.
Requirements
  • Education and Years of Experience: Bachelor's degree in Business Administration, Information Technology, or a related field, and minimum of 3-5 years of experience in a service desk or customer service role, preferably in a BPO or managed mobility services environment.
  • Leadership and Team Management Skills: Strong leadership and team management skills, with the ability to supervise and motivate team members.
  • Customer Service and Communication Skills: Excellent customer service and communication skills, with the ability to handle escalated customer inquiries and issues.
  • Operational Efficiency: Ability to monitor and improve team performance metrics, and develop and maintain efficient workflows and processes.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to identify opportunities for improving service desk operations and customer service.
  • ITIL Certification: ITIL certification is preferred, but not required.
About Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. 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. Our wellbeing categories include Convenience/Concierge, Development, Financial, Recognition, and Wellness.

DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace. 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.

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