Mgr-Support Svcs II

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

Benefits offered by this job

Medical, Dental and Vision Coverage

401K with Company Match

Life & AD&D Insurance and Disability

Job summary

Centuri Group is seeking a Manager of End User Support to lead the internal team and manage external providers delivering top-tier service for laptops, desktops, and mobile devices. You will design and optimize Service Desk models, align IT services with strategic plans, and monitor tickets to ensure rapid resolutions while controlling costs.

You will drive continuous improvement through SLA-focused performance management, budgeting, and knowledge-base development, enabling a strong,

Qualifications

• Bachelor’s Degree in Business, IT or related field.
• 10 years’ administration of desktop environments and workstations in a multi-site ITSM-driven environment.
• Experience in customer service and/or technical support in a contact center environment.
• ITIL v2/v3 and ISO 20000 certifications preferred.

Responsibilities

• Lead and coordinate Service Desk models to cost-effectively achieve high end-user service levels.
• Develop action plans, establish productivity, quality and service standards, and complete audits.
• Identify trends via surveys and industry data to inform improvements.
• Forecast staffing and budget expenditures while meeting SLAs.

Skills

Leadership

Customer Service

Communication

Problem Solving

Time Management

Education

Bachelor’s Degree in Business, IT or related field

Tools

ITSM Tools (Service Desk)

Job description

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
• Voluntary Life & AD&D Insurance and Short-Term and Long-Term Disability
• Vacation/Sick Time and Paid Holidays
• Employee Discounts
• Weekly Payroll
• 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
• 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.

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!