Manager, Support Services

Centuri Group, Inc.; Phoenix (AZ); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Paid holidays

Job summary

Centuri Group, Inc. in Phoenix, AZ seeks a Manager of Support Services to lead the service desk, drive KPIs, and ensure high availability of end-user support. The role blends leadership, technical expertise, and ITIL-based operations in a hybrid work setting.

You will oversee daily operations, manage escalations, implement ITIL processes, and partner with IT and business stakeholders to optimize customer experience.

Qualifications

• 8+ years of IT support experience.
• 5+ years of leadership responsibility.
• Strong ITSM/ITIL knowledge.
• Proven experience managing high-volume service desk operations.
• Experience managing SLAs/KPIs and reporting on performance metrics.
• Demonstrated experience with ticketing systems (ServiceNow, Jira).

Responsibilities

• Lead and develop service desk team, establish and build on KPIs, and foster a customer-centric culture.
• Oversee daily support operations, manage escalations, and ensure SLA adherence.
• Prepare action plans, implement productivity, quality, and customer service standards.
• Implement ITIL-based processes and drive continuous improvement initiatives.
• Identify customer service trends via surveys and industry data.
• Structure call routing and processing parameters for maximization of staff and service levels.
• Customer Experience: Act as liaison between IT and business stakeholders.
• Manage tools and vendor relationships.
• Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems.
• Other duties as requested by leadership.

Skills

IT leadership

ITSM/ITIL

Service desk management

SLA/KPI management

Ticketing systems

Vendor management

Tools

ServiceNow

Jira

Job description

Connecting People to PossibilityAs a publicly traded company (NYSE: CTRI) with $3 billion in revenue, Centuri leads the way in utility and energy infrastructure across North America. What sets us apart is our local agility, resources to scale, and comprehensive solutions for a dynamic energy market.

Who We AreAs a publicly traded company (NYSE: CTRI) with $3 billion in revenue, Centuri leads the way in utility and energy infrastructure across North America. What sets us apart is our local agility, resources to scale, and comprehensive solutions for a dynamic energy market. Whether in the field or providing essential behind the scenes support, Centuri offers professional growth opportunities where you can thrive and make a difference. Join a culture where safety, sustainability, and teamwork come first, with training and benefits that truly care for your well-being. As the Manager of Support Services you will be responsible for responsible for leading and optimizing service desk operations to ensure exceptional end-user support and high service availability. This role combines leadership, technical expertise, and operational management while focusing on best practices and continuous improvement. This role is based in Phoenix, AZ and follows a hybrid work schedule.

What You\'ll Do

• Lead and develop service desk team, establish and build on KPIs, and foster a customer-centric culture.
• Oversee daily support operations, manage escalations, and ensure SLA adherence.
• Prepare action plans, implement productivity, quality, and customer service standards, resolve problems and complete audits.
• Implement ITIL-based processes and drive continuous improvement initiatives.
• Identify customer service trends via surveys and industry data.
• Structure call routing and processing parameters for maximization of staff and service levels.
• Customer Experience: Act as liaison between IT and business stakeholders.
• Manage tools and vendor relationships.
• Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems.
• Other duties as requested by leadership.

What You\'ll Have

• 8+ years of IT support experience
• 5+ years of leadership responsibility
• Strong ITSM/ITIL knowledge
• Proven experience managing high-volume service desk operations
• Experience managing service levels (SLAs/KPIs) and reporting on performance metrics
• Demonstrated experience with ticketing systems (ServiceNow, Jira, or similar)

What You\'ll Get

• Benefit Package including Medical, Dental and Vision Coverage
• 401K w/ Company Match
• Voluntary Life & AD&D Insurance and Short-Term and Long-Term Disability
• Vacation/Sick Time and Paid Holidays
• Potential Bonus Opportunities
• Career Development Opportunities
• Employee Discounts
• Weekly Payroll

Work Environment

• Work is performed in a typical indoor office environment
• Flexibility to work various schedules and stay late when necessary with little or no notice
• Must be able to read documents, use a computer, communicate verbally and in writing
• Mobility required within an office, warehouse and construction site environments
• Ability to occasionally lift up to 20 pounds

Legal Stuff

• Pass pre-employment, random, post-accident, and reasonable suspicion drug screens
• Provide valid US work authorization documents for E-Verify
• Satisfactory results of pre-employment background check results

Our Commitment to OpportunityThis job description is subject to change at any time. It reflects management’s assignment of essential functions, and does not exclude or restrict the tasks that may be assigned. Centuri and its subsidiary companies will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, religion, sexual orientation, gender identity, genetic information, national origin, age, veteran status, disability, or any other status protected by federal, state or local law. Centuri will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Centuri Group and our subsidiaries we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!