Service Support Manager
Position Summary
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
The Team
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise. Our Advertising, Marketing, & Commerce offering designs and implements solutions that engage and activate customers through the customer journey.
Work You'll Do
The Service Support Manager of Help Desk Services (Help Desk Manager) is responsible for overseeing the day-to-day operations of the web service and institutional support team.
- Ensures timely, accurate, and professional resolution of inquiries from students, parents, high school counselors, and participating colleges and universities using the client application platform
- Supervises help desk staff, coordinates training, monitors performance metrics, and partners with technical and business teams to identify and resolve system issues, streamline workflows, and enhance user experience
- Plays a critical part in maintaining service excellence, and supporting seasonal peaks during the college admissions cycle.
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Required Qualifications
- 3+ years of delivering high-level technical support, resolving complex user issues, and ensuring system reliability
- 1+ years of additional experience providing guidance and training to lower-level support agents
- 1+ years of additional experience collaborating with clients and other key stakeholders to optimize system processes and drive continuous improvement
- Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Preferred Qualifications
- Experience pitching new projects and creative concepts to new and existing clients
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our people and culture
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
Our purpose
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.
Professional development
From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Requisition code: 308669
Job ID 308669
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion