Service Desk Manager Job ID 2024-26930 Category Helpdesk Location US-OH-Cincinnati 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 Service 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: Team Supervision: 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. Operational Management: 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. Customer Service: 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. Continuous Improvement: 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. Communication and Collaboration: 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. Performance Management: 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. Training and Development: 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. Workforce Management: 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 interpersona