Service Desk Manager

3 weeks ago


Sharonville, Ohio, United States DMI (Digital Management, Inc.) Full time
About the Opportunity

DMI is seeking a highly skilled 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 excellent customer service, and meeting Service Level Agreements (SLAs).

Key Responsibilities:
  • Supervise the daily activities of the Service Desk team members.
  • Monitor team performance metrics to ensure compliance with SLAs and KPIs.
  • Assist in developing and maintaining efficient workflows and processes.
  • Promote a customer-centric approach within the team.
  • Handle escalated customer inquiries and issues, ensuring prompt and effective resolution.
  • Identify opportunities for improving service desk operations and customer service.
Requirements:
  • 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.
  • Strong leadership and team management skills.
  • Excellent customer service and communication skills.
  • Proficiency in using service desk software and tools.
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.

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.

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



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