What are the responsibilities and job description for the Help Desk Manager position at DMI?
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 Help 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.
Roles and Responsibilities:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Strong leadership and team management skills.
- Excellent customer service and communication skills.
- Proficiency in using service desk software and tools.
- ITIL certification is preferred.
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
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.
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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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