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Senior Service Desk Manager Job ID 2024-26857 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 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 underperfo