Mgr-Support Services

Centuri Group, Inc.•Phoenix, AZ

6d•Hybrid

About The Position

As the Manager of Support Services, you will be responsible for leading and optimizing service desk operations to ensure exceptional end-user support and high service availability. This role combines leadership, technical expertise, and operational management while focusing on best practices and continuous improvement. This role is based in Phoenix, AZ and follows a hybrid work schedule.

Requirements

8+ years of IT support experience
5+ years of leadership responsibility
Strong ITSM/ITIL knowledge
Proven experience managing high-volume service desk operations
Experience managing service levels (SLAs/KPIs) and reporting on performance metrics
Demonstrated experience with ticketing systems (ServiceNow, Jira, or similar)

Responsibilities

Lead and develop service desk team, establish and build on KPIs, and foster a customer-centric culture.
Oversee daily support operations, manage escalations, and ensure SLA adherence.
Prepare action plans, implement productivity, quality, and customer service standards, resolve problems and complete audits.
Implement ITIL-based processes and drive continuous improvement initiatives.
Identify customer service trends via surveys and industry data.
Structure call routing and processing parameters for maximization of staff and service levels.
Act as liaison between IT and business stakeholders.
Manage tools and vendor relationships.
Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems.
Other duties as requested by leadership.