Service Support Manager

Deloitte • Indianapolis, IN • 6h ago

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.

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

LI-AS8

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.

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