Service Desk Manager

Digital Mobile Innovations - Cincinnati, OH

Full-time - Mid Level

Hybrid - Cincinnati, OH

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Service Desk Manager at DMI is responsible for overseeing the daily operations of the Service Desk team, ensuring efficient handling of inbound contacts and tickets while providing excellent customer service. This role involves managing team performance, implementing strategies for continuous improvement, and maintaining compliance with Service Level Agreements (SLAs). The manager will also support the Senior Manager in enhancing service delivery and operational efficiency.

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.

Requirements

• 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.

Nice-to-haves

• Analytical and problem-solving skills.
• Strong communication and interpersonal skills.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling options