Contact Center Manager, Help Desk Posted Date 1 week ago(1/22/2025 12:05 PM) Job ID 2025-27645 Category Helpdesk Location US-OH-Sharonville 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 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!

 

About the Role:

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 leadershipCustomer service excellenceOperational efficiencyAnalytical and problem-solving skillsStrong communication and interpersonal skillsAdaptability and continuous improvement mindsetPerformance managementTraining and development

Additional Requirements:

Ability to secure public trust security clearance if needed

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 convenienceDevelopment – 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 developmentFinancial – 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 employeeRecognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonusWellness – 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. 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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