Mgr-Support Svcs II

Centuri Group, Inc.; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401K with Company Match

Life & AD&D Insurance

Paid Vacation/Holidays

Career Development

Employee Discounts

Job summary

Centuri Group, Inc. seeks a Manager of End User Support to lead the internal team and coordinate external providers for top-tier end-user service across laptops, desktops, and mobile devices. You will drive Service Desk design, process improvements, and adherence to ITIL-based ITSM practices.

You will forecast budgets, oversee staffing and scheduling, and build proactive metrics to monitor ticket trends and service levels, ensuring exceptional user experiences nationwide.

Qualifications

• Bachelor’s Degree in Business, IT or related field.
• 10 years’ administration of desktop environments in a multi-site IT Service Management-driven environment.
• Experience providing/managing customer service in a contact center environment.
• Advanced ITIL v2 or v3 and/or ISO 20000 (ITSM) certifications preferred.
• Experience managing Incident and Problem Management processes.
• Experience in Contact Center Management, Customer Service, Process Improvement, Project Management, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Service Desk Experience.
• Excellent interpersonal, written, verbal, presentation and time management skills.

Responsibilities

• Manage and coordinate the planning, design and implementation of Service Desk support models to cost-effectively achieve the highest levels of end-user service.
• Achieve objectives by contributing service information and aligning recommendations to strategic plans and reviews.
• Prepare action plans, implement productivity, quality, and service standards, resolve problems and complete audits.
• Identify customer service trends via surveys and industry data.
• Determine and implement system improvements for internally managing and tracking service desk tickets and their resolution.
• Structure call routing, online portal and email processing parameters for maximization of staff and service levels.
• Analyze business unit interaction traffic patterns, forecasting, what-if analysis and scheduling.
• Develop a performance management process for the department with a focus on meeting/exceeding SLAs and continual service improvement.
• Monitor and report on new and resolved “tickets” related to the services provided.
• Meet financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Ensure that all Service Desk support processes are properly aligned, integrated, and tested to conform to ITIL methodology and that a broad customer-centered approach is applied with the ITSM Service Delivery Model.
• Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems.
• Identify and lead working relationships with external service providers and implement automation and leading-edge technology best practices.
• Perform other responsibilities as requested by leadership.

Skills

Desktop administration

Customer service

ITSM

Project management

Communication

Time management

Education

Bachelor’s Degree in Business, IT or related field

Tools

ITIL v2/v3

ISO 20000

Job description

Who We Are

Centuri Group is comprised of a family of companies that make up a utility infrastructure enterprise, operating throughout the US and Canada, committed to safely delivering gas, electric and utility services to our customers and the community. We help you build your career on Solid Ground by investing in your development and valuing your unique skills, perspective, and background. Employees are the lifeblood of our organization, and we’re committed to providing a stable foundation to continuously grow and thrive. We’ve got work for the next 100 years.

All we need is you!

As the Manager of End User Support you will be responsible for leading the internal team and managing external service providers to achieve the highest level of end user service and support possible for laptops, desktops, and mobile devices.

What You'll Do

• Manage and coordinate the planning, design and implementation of Service Desk support models to cost-effectively achieve the highest levels of end-user service
• Achieve objectives by contributing service information and aligning recommendations to strategic plans and reviews
• Prepare action plans, implement productivity, quality, and service standards, resolve problems and complete audits
• Identify customer service trends via surveys and industry data
• Determine and implement system improvements for internally managing and tracking service desk tickets and their resolution
• Structure call routing, online portal and email processing parameters for maximization of staff and service levels
• Analyze business unit interaction traffic patterns, forecasting, what-if analysis and scheduling
• Develop a performance management process for the department with a focus on meeting/exceeding SLAs and continual service improvement
• Monitor and report on new and resolved “tickets” related to the services provided
• Meet financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Ensure that all Service Desk support processes are properly aligned, integrated, and tested to conform to ITIL methodology and that a broad customer-centered approach is applied with the ITSM Service Delivery Model
• Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems
• Identify and lead working relationships with external service providers and implement automation and leading-edge technology best practices
• Perform other responsibilities as requested by leadership

What You'll Have

• Bachelor’s Degree in Business, IT or related field
• 10 years’ administration of desktop environments and workstations, preferably in a multi-site, IT Service Management-driven environment
• Prior experience providing/managing customer service and/or technical support in a contact center environment
• Advanced ITIL v2 or v3 and/or ISO 20000 (collectively, IT Service Management “ITSM”) certifications preferred
• Experience managing Incident and Problem Management processes
• Experience in the following preferred: Contact Center Management, Customer Service, Managing Processes, Process Improvement, Project Management, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Service Desk Experience
• Excellent interpersonal, written, verbal, presentation and time management skills

What You'll Get

• Benefit Package including Medical, Dental and Vision Coverage
• 401K w/ Company Match
• Volunteer 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 Opportunity

This 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.