Contact Center Manager

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

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

#LI-EK1

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** 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.