Mgr-Support Svcs II

Centuri Group, Inc.•Phoenix, AZ

About The Position

The Manager of End User Support leads the internal team and manages external service providers to deliver high-quality support for laptops, desktops, and mobile devices. The role plans, designs, and implements cost-effective Service Desk support models; aligns service recommendations with strategic plans; and oversees service quality, productivity, ticket handling, and continuous improvement. The manager is responsible for department performance and financial objectives, including service standards, service-level agreements (SLAs), budgeting, forecasting, and corrective actions. The role ensures Service Desk processes align with ITIL methodology and the ITSM Service Delivery Model, maintains a Knowledge Base, and builds working relationships with external service providers. Work takes place in a typical indoor office environment, with mobility required in office, warehouse, and construction-site environments. The position may require working varied schedules and staying late with little or no notice.

Requirements

Bachelor’s degree in Business, IT, or a related field.
10 years’ experience administering desktop environments and workstations, preferably in a multi-site, IT Service Management-driven environment.
Prior experience providing or managing customer service and/or technical support in a contact-center environment.
Experience managing Incident and Problem Management processes.
Excellent interpersonal, written, verbal, presentation, and time-management skills.
Ability to read documents, use a computer, and communicate verbally and in writing.
Ability to work various schedules and stay late when necessary with little or no notice.
Ability to meet pre-employment, random, post-accident, and reasonable-suspicion drug-screen requirements; provide valid US work authorization documents for E-Verify; and receive satisfactory pre-employment background-check results.

Nice To Haves

Advanced ITIL v2 or v3 and/or ISO 20000 (ITSM) certifications.
Experience in Contact Center Management, Customer Service, Managing Processes, Process Improvement, Project Management, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, or Service Desk work.

Responsibilities

Manage and coordinate the planning, design, and implementation of Service Desk support models to achieve high levels of end-user service cost-effectively.
Contribute service information and align recommendations with strategic plans and reviews.
Prepare action plans; implement productivity, quality, and service standards; resolve problems; and complete audits.
Identify customer-service trends using surveys and industry data.
Determine and implement improvements to systems for managing and tracking Service Desk tickets and resolutions.
Structure call routing, online portal, and email processing parameters to maximize staffing and service levels.
Analyze business-unit interaction traffic patterns, forecasting, what-if analysis, and scheduling.
Develop a departmental performance-management process focused on meeting or exceeding SLAs and continual service improvement.
Monitor and report on new and resolved tickets related to services provided.
Meet financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
Ensure Service Desk support processes are aligned, integrated, and tested to conform to ITIL methodology and the ITSM Service Delivery Model.
Maintain a central Knowledge Base to help Service Desk personnel troubleshoot and resolve problems.
Identify and lead working relationships with external service providers and implement automation and leading-edge technology practices.
Perform other responsibilities as requested by leadership.