Operations Manager

Are you looking to make an immediate impact where you can help our clients solve their business challenges? Deloitte's Core Business Operations (CBO) portfolio operates at the center of our client's business. By joining our team, you could help C-suite and program leaders transform their organization and accelerate mission execution through emerging and disruptive technologies, innovative business models, retooled program operations and industry-driven solutions.

Work you'll do

The Operations Manager is responsible for leading a 50 person geographically dispersed customer support team providing Tier I Service Desk, Tier II End User support, and Registration Authority services to over 3,500 customers from client locations and Deloitte's US Delivery Centers. The role requires both strategic thinking and prompt analysis, guidance, and decisions on daily technical and administrative issues. The role is responsible for prioritizing existing and ad-hoc client work requests as well as establishing short- and long-term team goals. The role interfaces daily with customer support team leads, project leadership, other supporting teams, and multiple clients.

The Operations Manager oversees team performance by monitoring KPIs and SLAs and by ensuring service requests and computing issues are being properly handled by support personnel in a timely manner. The Operations Manager identifies and drives process improvements and end user technology enhancements to elevate operational performance and the customer experience. The role reports directly to the Customer Support Lead and assists in creating and reviewing presentations and reports, stakeholder management, leading internal and external meetings, and staffing. The position requires strong managerial skills, innovative thinking and a deep commitment to end-user satisfaction and experience in driving process improvement.

• Provide daily operational oversight, guidance, escalation support, and priorities
• Establish and communicate strategic vision, goals and priorities to the team and client
• Set pragmatic performance expectations
• Establish, monitor, and report on daily and weekly operational priorities
• Provide team leads with guidance on workload prioritization
• Serve as the escalation PoC for team leads and clients on all operational matters
• Monitor call volumes and ticket queues to understand workloads to ensure tickets are assigned and resolved in a timely manner
• Customer experience

• Bachelor's degree required
• 10 years(+) professional experience with End User Computing, Customer Centric Operations, and IT Operations Management
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Active Secret security clearance required

• Knowledge or experience working with end user and service desk technology and associated processes, such as ITIL
• Ability to conduct analysis and create client presentations
• Effective written and verbal communication skills
• Experience interacting with and managing client relationships
• Experience managing large dispersed technical teams
• Ability to manage and prioritize work in a fast-paced complex environment
• Knowledge of customer experience best practices and tools