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, LLC is seeking a Senior IT Customer Experience to join us. This resource must be located in Monterrey, Mexico.

Duties and Responsibilities:

• This role is responsible for designing an exceptional customer service to internal users experiencing IT issues and utilizing IT services, playing a vital role in fostering positive user experiences and ensuring smooth IT operations.
• Define, monitor and manage experience KPIs
• Design and implement a distinctive experience for internal IT service desk across the different support channels available.
• Collect and analyze user feedback to identify areas for improvement in service delivery and IT processes.
• Collaborate with internal teams (IT Operations, Security, Network Support, Application Support) to ensure efficient issue and request resolution.
• Stay up-to-date on emerging technologies and best practices in IT service management.

Required and Desired Skills/Certifications: 

• Excellent communication, interpersonal, and problem-solving skills.
• Strong ability to prioritize tasks and work effectively in a fast-paced environment.
• Proficient in common IT and troubleshooting procedures.
• Familiarity with IT service management best practices (ITIL).
• Customer-centric mindset with a passion for exceeding user expectations.
• Excellent written and verbal communication skills.
• Experience with Service Now ticketing system.

Min Citizenship Status Required: Must be a Mexico National

Physical Requirements: No Physical requirement needed for this position.

Location: Monterrey, Mexico

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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 several 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 convenience.
• 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 development.
• 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 employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

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.