DMI

Service Center Support Project Manager

1 month ago(11/2/2017 3:19 PM)
Job ID
2017-14727
Category
Project/Program Management & PMO
US-MD-Silver Spring

Overview

About DMI

DMI, the world’s first end-to-end mobility company, combines all the skills and services necessary to deliver mobile enterprise solutions. Built to reinvent business through mobility, DMI has expertise in mobile strategy, UX, web, and app development, omni-channel commerce, brand and marketing, big data management and analytics, and secure device and app management. The company’s unique, integrated approach to mobility has resulted in dramatic growth as well as an expanding client base, which includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Washington DC area, with satellite offices around the world. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Google+.

Responsibilities

About the Opportunity

The Service Center Support Project Manager will be responsible for overall performance and management of DMI's multi-channel helpdesk call center. The candidate should be highly experienced in enterprise service desk and enterprise asset management for U.S. Government customers.

 

Duties and Responsibilities:

  • Responsible for overall performance and management of the helpdesk call center; manages staff, sets priorities, resolves conflicting direction and serves as subject matter expert for the helpdesk and overall interfaces with customer staff on all helpdesk issues.

  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.

  • Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.

Qualifications

Education and Years of Experience:

  • A Master's degree (preferred) or Bachelor's degree in Computer Science or Information Science
  • Seven years of experience leading complex projects in the subject area of expertise.
  • Two or more years as manager or supervisor of an IT Call Center with more than 15 agents.
  • HDI Manager certified or higher, or can achieve HDI Manager Certification or higher in 12 months.
  • 5 years of Supervisory/Management skills- involving Customer Service skills, Incident Management, Service Desk, Knowledge Management, and BMC Remedy Experience or equivalent IT Service Management toolsets.

Required Skills/Certifications:

  • HDI Certification at Manager level or higher

Physical Requirement(s): No Physical Requirement

 

Location: Silver Spring, MD 

 

Working at DMI

DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is 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 on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.


***************** 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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