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Manager-Technology Support Services-Hermitage (62972)


Helpdesk Support Manager



Hermitage, Tennessee, United States

Location: Hermitage

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte's Information Technology Services (ITS). We are curious and life-long learners focused on technology and innovation.

Work you'll do
Leads resource allocation, scheduling, budgeting, project planning and task management to ensure all day-to-day ITS activities are successfully run in a 24 hour x 7 day environment. Leads teams and develops strong working relationship with business leaders, customers and colleagues. Responsible for management of staff and resource allocation in order to complete highly technical projects and assignments. Serves as an internal consultant and technical advisor in all matters relating to technology. Accountable for achieving customer satisfaction and Service Level Targets. Responsible for staff performance evaluation, goal setting, professional development, coaching/mentoring and recruiting activities. Responsible for the development and delivery of departmental metrics. Complete oversight for leading/mitigating risk and compliance activities that occur locally/regionally/nationally within assigned area of responsibility. Good hands on technical skills and troubleshooting techniques are needed.

Duties and Responsibilities

  • You will bring all ITS resources together to meet business requirements.
  • Responsible for service delivery, resource allocation, project plans, reporting and delivery of status to business leaders. Accountable for achieving customer satisfaction and Service Level Agreement commitments. Participates in the development and delivery of training programs on a local, regional and national basis.
  • Leads activities with multiple disciplines (TSS, Infrastructure, Unified Messaging, Cybersecurity, Communications, Workplace Services, etc.) where various groups are engaged to achieve desired results.
  • Responsible for development and management of staff and teams. This includes performance management, goal setting, professional development, coaching/mentoring, team recognition and recruiting activities.
  • Grows relationships with business leaders and customers at all levels in the organization. Promotes ITS as a trusted business partner, connects with customers to understand business needs and understand where ITS can provide solutions.
  • Solicits feedback from business leaders to ensure ITS service delivery is exceeding expectations.
  • Handles projects and services within budget guidelines, develops cost control measures, handle time & expense compliance and provides recommendations into budget planning.
  • Responsible for the development and deployment of advanced technical solutions.
  • Validated knowledge of specialized areas including, but not limited to: laptops, mobile devices, AV, printers, inventory management and process automation.
  • Provide service performance metrics around the aforementioned areas.
  • Manages, measures and reports on all security, risk and compliance activities that occur within area of responsibility. Works directly with the Information Cybersecurity, Risk and Compliance team and the Office of General Council in response to matters of litigation.
  • Assesses customer needs, priorities and trends through regular ongoing communication with clients. Identify, evaluate and collaborate with business partners regarding opportunities for improvement and provides constructive suggestions for change.
  • Performs other job-related duties as assigned.

The team

Information Technology Services (ITS) helps power Deloitte's success. ITS drives Deloitte, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~2,500 professionals in ITS deliver services including:
  • Security, risk & compliance
  • Technology support
  • Infrastructure
  • Applications
  • Relationship management
  • Strategy
  • Deployment
  • PMO
  • Financials
  • Communications
Technology Support Services
The Technology Support Services (TSS) team is ITS's first line of contact with personnel. Providing walk-up support, asset management, PC compliance, and mobile devices support, TSS provides hands-on support to Deloitte employees.

  • Bachelor's Degree in a related IT field or equivalent work experience providing client facing technical support.
  • Experienced technology professional with extraordinary customer service and strong written and verbal communication skills to promote ITS services and deliver premier user experience.
  • Demonstrated success with relationship management and client service delivery
  • Strong knowledge of IT security concepts and social engineering threats.
  • Ability to build rapport and cultivate strong business relationships.
  • Experienced in providing end user support with all levels in the organization including C-Suite leaders.
  • Technical knowledge of computer hardware/software including laptops, printers and smartphone technology along with MS Windows and MAC OS, MSOffice 365 products and other cloud-based technologies.
  • General understanding of technology and infrastructure including networking concepts, unified communications, hardware components and cybersecurity.
  • Ability to apply strong problem-solving skills to identify, diagnose and implement appropriate resolution, both in-person and virtually using remote control tools such as GoToAssist and MSRA.
  • Knowledge of desktop security and compliance applications.
  • Proficient with Microsoft and Apple OS, Microsoft Office - to include, MS Visio and Project; general database architecture, infrastructure, network design and operations.
  • Solid knowledge of IT principles and an ability to communicate technical concepts effectively to a varied audience.
  • Understanding of IT Governance Framework i.e. ITIL.
  • Ability to lift objects up to 50 pounds.
  • Ability to provide after-hours support on nights and weekends as needed.
  • Some travel may be required.
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

  • 4+ years of experience leading teams and projects within a corporate IT environment.
  • Experience providing technology support in a professional services environment similar in size and scope to Deloitte.
  • General knowledge of scripting languages (AutoIT, VBscript, C#, PowerShell, etc.).
  • Advanced knowledge of ServiceNow incident tracking system.
  • A+, MCSE, Windows 10, ITIL, ACMT certifications.
  • Prior experience in providing services to remote sites a plus.
  • Experience supporting Audio/Video conferencing equipment and telephony equipment. (Polycom, Skype For Business).