What are the responsibilities and job description for the Contact Center Manager, Help Desk position at DMI?
About DMI
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com
About the Opportunity
DMI is seeking an experienced Contact Center Manager, Help Desk to lead our customer IT support team. If you excel in customer service leadership and optimizing service desk operations, we want to hear from you!
As a Contact Center Manager, Help Desk you will oversee customer support operations, ensuring top-tier service delivery, adherence to Service Level Agreements (SLAs), and continuous improvement. You will lead and mentor a team, optimize workflows, and drive customer satisfaction and efficiency.
Key Responsibilities:
Team Leadership & Performance
- Lead, train, and coach a team of customer service professionals.
- Monitor and manage Key Performance Indicators (KPIs), SLAs, and customer satisfaction metrics.
- Conduct regular performance evaluations and feedback sessions.
- Foster a collaborative, high-performing team culture.
Contact Center Operations & Workforce Management
- Oversee inbound call, chat, and ticket management in a structured help desk environment.
- Implement workforce management strategies, scheduling, and resource allocation.
- Optimize call center workflows to improve efficiency and resolution times.
- Maintain accurate service desk reporting and operational documentation.
Customer Experience & Service Optimization
- Ensure a customer-first approach, handling escalations and service issues efficiently.
- Identify opportunities for process improvement and automation.
- Stay updated on industry trends, contact center best practices, and IT service management.
- Collaborate with internal teams to enhance customer support operations.
Qualifications
Education and Years of Experience:
- 3-5 years in a Contact Center Manager, Service Desk Manager, or Customer Service Manager role.
- Experience in customer service, IT help desk, or BPO environments preferred.
- Strong leadership in team supervision, workforce management, and performance coaching.
- Proficiency in call center technology, service desk software, and ticketing systems.
- ITIL certification (preferred but not required).
- Excellent problem-solving, decision-making, and communication skills.
Required and Desired Skills/Certifications:
- Team supervision and leadership
- Customer service excellence
- Operational efficiency
- Analytical and problem-solving skills
- Strong communication and interpersonal skills
- Adaptability and continuous improvement mindset
- Performance management
- Training and development
Additional Requirements:
- Ability to secure public trust security clearance if needed
Location: Sharonville, Ohio
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Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your well-being. As such, 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 well-being:
- 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, 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 the Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, and employee referral bonuses.
- Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.
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.
***************** 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.
