Service Desk Manager

3 days ago

Cincinnati Ohio, United States DMI Full time

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 hire a Service Desk Manager that is responsible for supervising the daily operations of a team within the Service Desk. This role focuses on ensuring efficient handling of inbound contacts and tickets, providing excellent customer service, and meeting Service Level Agreements (SLAs). The Manager will support the Senior Manager in implementing strategies, managing team performance, and driving continuous improvement.

Key Responsibilities:

  • Team Supervision:
    • Oversee the daily activities of the Service Desk team members.
    • Ensure team members are effectively managing inbound contacts and tickets.
    • Provide guidance, support, and coaching to team members.
  • Operational Management:
    • Monitor team performance metrics to ensure compliance with SLAs and KPIs.
    • Assist in developing and maintaining efficient workflows and processes.
    • Ensure proper documentation and tracking of all service desk activities.
  • Customer Service:
    • Promote a customer-centric approach within the team.
    • Handle escalated customer inquiries and issues, ensuring prompt and effective resolution.
    • 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.
    • 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.
    • Collaborate with other teams to ensure seamless service delivery.
  • Performance Management:
    • Conduct regular performance evaluations for team members, providing feedback and coaching.
    • Develop performance improvement plans for underperforming team members.
    • 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.
    • 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.
    • Monitor and adjust resources as needed to maintain efficiency.

Qualifications:

  • Education and Years of Experience:
    • Bachelor's degree in Business Administration, Information Technology, or a related field.
    • Minimum of 3-5 years of experience in a service desk or customer service role, preferably in a BPO or managed mobility services environment.
  • Skills and Certifications:
    • Strong leadership and team management skills.
    • Excellent customer service and communication skills.
    • Proficiency in using service desk software and tools.
    • ITIL certification is preferred.

About 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.

DMI's Wellbeing Categories:

  • Convenience/Concierge:
    • Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
  • 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 development.
  • Financial:
    • Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability to help provide financial stability for each DMI employee.
  • 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 options.

DMI is an Equal Opportunity Employer:

DMI maintains a drug-free workplace and is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates and are an affirmative action employer. DMI is a Top Workplace and has been recognized for its commitment to employee wellbeing and development.

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