Senior Service Desk Manager

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:

Bachelor’s 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.

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