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, IoT and big data 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 Bethesda, MD, with satellite offices around the world. The company was named one of the 2018 Top Workplaces in the Washington, DC area by The Washington Post and received Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at www.dminc.com and on LinkedIn, Twitter, Facebook, and Instagram.
About the Opportunity:
DMI is looking for a full-time Service Desk Manager to support a 24/7 service desk. The Service Desk Manager supports our client end-users through our Cincinnati, OH contact center. Successful candidates provide corporate end-user support for voice and data service on mobile devices, which includes hardware, software and cellular/network connectivity (Palm, Blackberry, Windows, Good Technology, MDM Platforms, Android, iPhone, Sprint, AT&T, Verizon, T-Mobile, Rogers, Bell and TELUS).
Duties and Responsibilities:
Provide leadership and operational support to a team of Customer Service and Technical Support Representatives.
Provides daily, weekly and monthly metric reporting to partners, clients and the Director, Service Desk.
Mentoring new hires through the on-boarding process.
Deliver lowest cost of ownership for telecommunication products and services.
Provide end-user support for voice, data and application services to clients in a timely and professional manner.
Monitor and assign new and existing tickets.
Manage the clearance process of all agents reporting to you.
Analyze business trends and schedule agents to meet business needs and achieve SLAs.
Performance management of all agents reporting to you.
On call 24/7 to remedy client or service desk emergencies.
Deliver root cause analysis and countermeasures for all identified problems.
Administration of the virtual contact center.
Liaison with our partners to resolve issues and enforce best practices.
Education and Years of Experience:
Wireless carrier experience preferred.
Prior leadership experience preferred.
Ability to work unsupervised in a fast-paced environment.
Ability to prioritize and meet deadlines.
Ability to analyze and resolve problems.
Ability to recognize and recommend preventive activities.
Excellent customer service skills.
Proficiency with phones, smartphones, tablets, and computers.
Basic understanding of computer networking and system requirements
This position will manage all members of the service desk assigned to you, management experience required
Physical Requirement(s): No Physical requirement needed for this position
Location: Lincolnshire, Illinois
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.
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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.