Job Description
Service Desk Supervisor
Job ID
2024-26527
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, LLC is seeking an onsite Service Desk Supervisor to oversee our Managed Mobility Services team.
Duties and Responsibilities:
Be a positive role model and create a friendly work environment.
Show up on time with a great attitude and maintain good performance.
Keep open communication with management and team members.
Handle incoming calls, chats, and work on tickets during busy times.
Help other teams when they have too much work.
Deal with more complex or urgent issues that require escalation.
Keep an eye on how well the team is doing and make sure they meet targets.
Work closely with the Quality Assurance team to improve our support program.
Attend meetings to ensure we are all on the same page.
Guide the team on how to improve their skills and provide better support.
Check that the tickets are handled correctly and meet our standards.
Work with the Learning and Development team to provide training opportunities.
Make sure everyone completes their training and certifications on time.
Help team members learn from difficult situations and handle customer complaints.
Work with the Knowledge Management to keep our documents up to date.
Request any changes or close gaps in our knowledge base.
Make sure our training materials are accurate and easy to understand.
Have regular meetings with each team member to discuss their progress.
Keep records of the employee meetings in Culture Amp.
Communicate regularly with employees on areas of opportunity and feedback from clients and management.
Qualifications
Education and Years of Experience:
High school diploma or equivalent required.
Technical certifications (such as CompTIA A+ or Microsoft Certified Professional) are a bonus.
Previous experience in a leadership or supervisory role is preferred.
Required and Desired Skills/Certifications:
Ability to work independently without relying on significant management oversight.
Proficiency in using Microsoft Office products.
Proficiency in typing, expected minimum of 40 words per minute.
Previous experience in contact centers, workforce management or leadership is a plus.
Additional Requirements:
Ability to secure public trust security clearance
Physical Requirements
Ability to work in an office environment.
Ability to sit for long periods of time.
Ability to utilize a keyboard and mouse.
Ability to work in front of a computer screen for long periods of time.
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.
***************** 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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Connect With Us!
Not ready to apply? Connect with us for general consideration.
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 on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.
