Overview
On Site
USD 101,000.00 - 130,000.00 per year
Full Time
Skills
Service Delivery
Customer Service
Communication
Collaboration
Microsoft Excel
Regulatory Compliance
Change Management
Problem Management
Reporting
Microsoft Windows
Recruiting
Training And Development
Coaching
Partnership
Information Technology
Business Acumen
Procurement
Purchasing
Remote Desktop
Service Desk
Multitasking
Leadership
Management
Technical Support
Writing
ITIL
Remote Support
WebEx
Microsoft Azure
Active Directory
Service Delivery Management
Enterprise Service Bus
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
As the Manager - Service Center you directly lead a Team of technical support staff responsible for providing high quality, technical expertise and support to end-users. You coach your team to provide best in class customer service, empathy and communication. You will identify friction and effectively resolve or escalate customer issues. You will work across teams and with our customers to ensure high quality and positive outcomes.
As a manager, you apply your proven leadership skills to support your team in accomplishing both team-oriented and individual development goals. You excel at prioritizing work efforts, balancing day-to-day tasks with longer-term strategic efforts. You will optimize team performance by working to ensure that all employees have the resources and guidance required to complete key activities.
Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded.
Provide outstanding support to customers and end users.
Ensure timely responses to incoming requests for support.
Monitor compliance with incidents, problems, and change management processes.
Lead Problem Management efforts for complex incidents and issues.
Monitor SLAs to ensure all work is recorded properly and that issues are resolved in a timely manner.
Manage the purchasing of IT related goods and services.
Provide accurate and timely reporting to leadership and stakeholders
Schedule and coordinate maintenance windows.
Coach direct reports on proven best practices and methods.
Lead the hiring, training, and development of service center staff.
Manage the performance of service center staff, including performance reviews and coaching and development opportunities.
Manage customer expectations and vendor performance, cultivating advantageous partnerships.
Other duties as assigned.
A strong understanding of delivering support services for information technology products using standard methodologies like ITIL.
Business acumen and knowledge of procurement and purchasing process.
Deep knowledge of diagnostic, monitoring tools, remote desktop applications & virtual environments.
Deep knowledge of Service Desk ticketing systems.
Expert ability to analyze, diagnose, and provide appropriate solutions to complex technical issues.
Able to create and optimize standardized processes and procedures.
Expert ability to multitask in an evolving customer-centric environment and manage competing priorities.
Expert ability to communicate effectively with customers, peers and leadership
Proven ability to organize, assign, direct, and review the work of a group of professional technical support personnel.
Proven ability to translate complex technical information in a concise manner to various stakeholders, verbally and in writing.
High degree of emotional intelligence and empathy.
Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.
M/D/V from day 1
LifeIns
Accidental Death
EAP
401K plan
Sick and vacation pay
yearly metric based bonus plan. must qualify
Requirements
ITIL - IT Infrastructure Library, Remote Desktop Support, Cisco Webex Meetings, Azure Active Directory, Intune, Service Delivery Management, Enterprise Service Bus
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
As the Manager - Service Center you directly lead a Team of technical support staff responsible for providing high quality, technical expertise and support to end-users. You coach your team to provide best in class customer service, empathy and communication. You will identify friction and effectively resolve or escalate customer issues. You will work across teams and with our customers to ensure high quality and positive outcomes.
As a manager, you apply your proven leadership skills to support your team in accomplishing both team-oriented and individual development goals. You excel at prioritizing work efforts, balancing day-to-day tasks with longer-term strategic efforts. You will optimize team performance by working to ensure that all employees have the resources and guidance required to complete key activities.
Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded.
Provide outstanding support to customers and end users.
Ensure timely responses to incoming requests for support.
Monitor compliance with incidents, problems, and change management processes.
Lead Problem Management efforts for complex incidents and issues.
Monitor SLAs to ensure all work is recorded properly and that issues are resolved in a timely manner.
Manage the purchasing of IT related goods and services.
Provide accurate and timely reporting to leadership and stakeholders
Schedule and coordinate maintenance windows.
Coach direct reports on proven best practices and methods.
Lead the hiring, training, and development of service center staff.
Manage the performance of service center staff, including performance reviews and coaching and development opportunities.
Manage customer expectations and vendor performance, cultivating advantageous partnerships.
Other duties as assigned.
A strong understanding of delivering support services for information technology products using standard methodologies like ITIL.
Business acumen and knowledge of procurement and purchasing process.
Deep knowledge of diagnostic, monitoring tools, remote desktop applications & virtual environments.
Deep knowledge of Service Desk ticketing systems.
Expert ability to analyze, diagnose, and provide appropriate solutions to complex technical issues.
Able to create and optimize standardized processes and procedures.
Expert ability to multitask in an evolving customer-centric environment and manage competing priorities.
Expert ability to communicate effectively with customers, peers and leadership
Proven ability to organize, assign, direct, and review the work of a group of professional technical support personnel.
Proven ability to translate complex technical information in a concise manner to various stakeholders, verbally and in writing.
High degree of emotional intelligence and empathy.
Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.
M/D/V from day 1
LifeIns
Accidental Death
EAP
401K plan
Sick and vacation pay
yearly metric based bonus plan. must qualify
Requirements
ITIL - IT Infrastructure Library, Remote Desktop Support, Cisco Webex Meetings, Azure Active Directory, Intune, Service Delivery Management, Enterprise Service Bus
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.