Deloitte · 14 hours ago
Support Manager, Intela
Nashville, TN
Full-time
Hybrid
Senior Level
5+ years expDeloitte Global is the engine of the Deloitte network, delivering strategic programs and services that unite the organization. The Support Manager will lead a team providing 24/7 support to internal Tax practitioners and client users, ensuring exemplary service and maintaining product SLAs.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
No H1B
Responsibilities
In this interesting and diverse role, you'll be responsible for guiding US and USI Support Agents to provide exemplary support via email, phone and chat to users that exceeds expectations and delivers value that is aligned with the Deloitte brand
Working on unique problems and projects, you will lead your team in troubleshooting, prioritization, problem management, process changes, and enforcing policies that align with the organization, leading to a positive customer experience and strong relationships with users
Using your interpersonal skills, you will foster a culture of continuous improvement by coaching and mentoring the Level 1 and Level 2 support teams, scheduling staff members for weekend and weekday coverage, communicating with leadership on behalf of the L2 support team, and holding daily meetings with the L2 support team to facilitate frequent communication
Qualification
Required
Bachelor's degree in computer science, computer engineering, other technical fields, or equivalent experience
At least 5 years of experience in a customer facing internal application support role, as well as experience in management
Expertise with Case Management and Customer Relationship Management Software such as ServiceNow
Experience analyzing and reporting support operational metrics in Microsoft Office suite or live presentations
Proven ability to pay close attention to detail and work in a fast paced environment that is continuously changing to new business demands
Experience working with external end users to provide solutions, as well as internally identifying and managing existing processes and strategies
Proven track record in championing change, facilitating communication, and leading a team to hit their short-term and long-term objectives
Preferred
At least 8 years of experience in a customer facing internal application support role, as well as experience in management
ITIL or ITSM certifications
Company
Deloitte
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anne Muraya
Chief Executive Officer - East Africa
Joe Ucuzoglu
Global Chief Executive Officer
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