Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.

Work you’ll do 

The Enterprise Service Desk Supervisor monitors the daily operations of the Service Desk Agents to ensure quality, customer experience and performance metrics are met. The Supervisor provides departmental leadership and supervision of service desk employees. The supervisor will be responsible for the productivity, quality and timeliness of work completed for their assigned team members. The supervisor will conduct regular coaching and feedback sessions with the individual agents on their assigned team. This resource may also participate in interviewing and hiring recommendations and complete performance evaluations for members of their team. Some key tasks may include:

• Monitor Agent quality and performance and provide feedback and coaching as appropriate
• Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
• Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
• Perform tasks to assure service level and quality requirements are met
• Immediately report system issues to manager or appropriate parties
• Continually look for and suggest process improvements and ServiceNow training opportunities that will benefit customers
• Oversee the monitoring and escalation of outstanding ServiceNow approvals, incidents, separations, etc. 
• Oversee ServiceNow data clean up activities, such as user profile data

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 over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.   

The Contact Center practice is part of Deloitte’s GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world.  The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

Qualifications 

Required: 

• 6+ years of overall experience in related field.  
• 2+ years of management experience
• 2+ years of Help Desk experience
• 1+ years of ServiceNow
• Limited immigration sponsorship may be available

Preferred: 

• Bachelor's Degree
• Experience managing teams of 10+ 
• Previous experience with metrics and reporting
• Process Improvement experience
• Ability to work remotely with possibility of onsite work/travel up to 10%
• Ability to work occasional weekend or evening shifts.  

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.  From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

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.

Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available.

Requisition code: 75384