Contact Center Manager, Help Desk

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.

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!

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.

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 leadership
• Customer service excellence
• Operational efficiency
• Analytical and problem-solving skills
• Strong communication and interpersonal skills
• Adaptability and continuous improvement mindset
• Performance management
• Training and development

Additional Requirements:

• Ability to secure public trust security clearance if needed

Location: Sharonville, Ohio