Contact Center Manager, Service Request Operations

Contact Center Manager, Service Request Operations

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, efficient, and cost-effective solutions that drive measurable results.

DMI is seeking a process-oriented Contact Center Manager, Service Request Operations to lead our Service Request Specialist team within our Managed Mobility Services Division. This team plays a crucial role in the order management lifecycle of mobile devices, handling data entry, service request processing, and fulfillment coordination. This role requires a leader who thrives in a fast-paced, ever-changing environment - someone who can build efficient processes, lead with flexibility, and deliver high-quality service in support of our enterprise clients' mobility needs. If you excel at optimizing workflows, leading teams through change, and driving operational excellence, we want to hear from you.

Key Responsibilities

• Team Leadership & Development
• Lead, coach, and mentor a team of Service Request Specialists.
• Foster a high-performing, adaptable team culture that thrives in a fast-paced, evolving environment.
• Conduct regular performance evaluations and support ongoing professional development.
• Define team goals and align performance with key business metrics.
• Service Request & Mobility Procurement Management
• Oversee the end-to-end lifecycle of mobility-related service requests - from intake and data entry to order fulfillment and documentation.
• Ensure timely and accurate processing of mobile device orders, upgrades, replacements, and accessory requests.
• Manage relationships with wireless carriers, device vendors, and internal logistics teams to coordinate procurement and fulfillment.
• Monitor daily workload distribution, adjust team resources as needed, and ensure adherence to service levels.
• Maintain visibility into inventory levels, shipping timelines, backorders, and overall order accuracy.
• Identify process inefficiencies and implement improvements to enhance speed, accuracy, and scalability.
• Procurement Operations & Fulfillment Management
• Oversee day-to-day processing of mobile device requests-including procurement, carrier service activations, and accessories ordering.
• Manage relationships with wireless carriers, device vendors, and internal logistics teams to ensure timely fulfillment.
• Maintain visibility into inventory levels, backorders, shipping timelines, and order accuracy.
• Stakeholder Communication & Escalation Management
• Serve as the primary point of contact for escalated service request issues.
• Track and analyze performance metrics (e.g., request volume, processing time, error rates) and report on trends to leadership.
• Maintain a customer-first mindset when engaging with internal and external stakeholders.

Qualifications

Education & Experience:

• 3-5+ years of experience managing teams in service request management, logistics coordination, order processing, or similar operational roles.
• Proven experience building, structuring, and scaling operational teams.
• Experience in fast-paced, change-driven environments; ability to remain flexible and lead through ambiguity.
• Background in IT service management, logistics, or operations preferred.
• Skills