Service Desk Operations Manager

1 week ago


Sharonville, Ohio, United States DMI (Digital Management, Inc.) Full time
Job Title: Service Desk Manager

DMI is seeking a highly skilled Service Desk Manager to oversee the daily operations of our Service Desk team. As a key member of our IT organization, you will be responsible for 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.
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. 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 and welcome applications from diverse candidates. 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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