Service Desk Supervisor Job ID 2024-26527 Category Helpdesk Location US-OH-Cincinnati About DMI 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. About the Opportunity DMI, LLC is seeking an onsite Service Desk Supervisor to oversee our Managed Mobility Services team. Duties and Responsibilities: Be a positive role model and create a friendly work environment. Show up on time with a great attitude and maintain good performance. Keep open communication with management and team members. Handle incoming calls, chats, and work on tickets during busy times. Help other teams when they have too much work. Deal with more complex or urgent issues that require escalation. Keep an eye on how well the team is doing and make sure they meet targets. Work closely with the Quality Assurance team to improve our support program. Attend meetings to ensure we are all on the same page. Guide the team on how to improve their skills and provide better support. Check that the tickets are handled correctly and meet our standards. Work with the Learning and Development team to provide training opportunities. Make sure everyone completes their training and certifications on time. Help team members learn from difficult situations and handle customer complaints. Work with the Knowledge Management to keep our documents up to date. Request any changes or close gaps in our knowledge base. Make sure our training materials are accurate and easy to understand. Have regular meetings with each team member to discuss their progress. Keep records of the employee meetings in Culture Amp. Communicate regularly with employees on areas of opportunity and feedback from clients and management. Qualifications Education and Years of Experience: High school diploma or equivalent required. Technical certifications (such as CompTIA A+ or Microsoft Certified Professional) are a bonus. Previous experience in a leadership or supervisory role is preferred. Required and Desired Skills/Certifications: Ability to work independently without relying on significant management oversight. Proficiency in using Microsoft Office products. Proficiency in typing, expected minimum of 40 words per minute. Previous experience in contact centers, workforce management or leadership is a plus. Additional Requirements: Ability to secure public trust security clearance Physical Requirements Ability to work in an office environment. Ability to sit for long periods of time. Ability to utilize a keyboard and mouse. Ability to work in front of a computer screen for long periods of time. Location: Cincinnati, Ohio (Onsite) 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 a number 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 convenie Developm