Deloitte Global

The Support Manager will be part of a team responsible for providing 24/7 support to internal Deloitte Tax practitioners and client users. The US Support Manager will help to provide product support to users via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.

Responsibilities Include:

• In this interesting and diverse role, you’ll be responsible for guiding US and USI Support Agents to provide exemplary support via email, phone and chat to users that exceeds expectations and delivers value that is aligned with the Deloitte brand.
• Working on unique problems and projects, you will lead your team in troubleshooting, prioritization, problem management, process changes, and enforcing policies that align with the organization, leading to a positive customer experience and strong relationships with users.
• Using your interpersonal skills, you will foster a culture of continuous improvement by coaching and mentoring the Level 1 and Level 2 support teams, scheduling staff members for weekend and weekday coverage, communicating with leadership on behalf of the L2 support team, and holding daily meetings with the L2 support team to facilitate frequent communication.

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Required:

• Bachelor’s degree in computer science, computer engineering, other technical fields, or equivalent experience. 
• At least 5 years of experience in a customer facing internal application support role, as well as experience in management.
• Expertise with Case Management and Customer Relationship Management Software such as ServiceNow.
• Experience analyzing and reporting support operational metrics in Microsoft Office suite or live presentations.
• Proven ability to pay close attention to detail and work in a fast paced environment that is continuously changing to new business demands.
• Experience working with external end users to provide solutions, as well as internally identifying and managing existing processes and strategies.
• Proven track record in championing change, facilitating communication, and leading a team to hit their short-term and long-term objectives.

• At least 8 years of experience in a customer facing internal application support role, as well as experience in management.
• ITIL or ITSM certifications