• Job Description

  Req#: R15668

  
  CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you.

  CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.

  Our Perks:

  · Flexible PTO (designed to offer flexible time away for you!)

  · Up to 12 weeks paid parental leave

  · Paid Volunteer Time Off

  · Mental health coverage

  · Quarterly Wellness stipend

  · Fertility benefits

  · Complete list of benefits here

  About the role:

  The Service Desk Manager will manage the daily operations of the service desk, the service desk team, and represent the team to other stakeholders. They develop and implement service standards and procedures including Quality, Training, Communications, Culture, Automation and Career Development. They ensure that the service desk is constantly growing, developing, and improving.

  As a Service Desk Manager, you will:

  • Build a cohesive team while managing team members to ensure deliverables are being met.

  • Develop and grow leaders with-in the Service Desk

  • Manage career development for IT family members

  • Implements automations to improve productivity and quality.

  • Be responsible for the culture and overall direction of the Service Desk

  • Build and develop strong customer service skills with-in the Service Desk.

  • Creates and presents regular reports to leadership.

  • Develop and implement strategic visions for the Service Desk to set short-term and long-term goals.

  •Takes measures of, and is an escalation point for, crisis management to control all effects that may arise from client problems and complaints to avoid escalation.

  •Stays current on trainings to develop experience in IT Service Management System.

  •Determine work strategies and assignments to meet department workload.

  •Review, updates and implement service processes and procedures to improve overall efficiency.

  •Monitors key metrics to ensure consistent service desk performance.

  • Review and monitor SLA’s

  What you will need:

  • 7 years’ experience working in customer service or IT support capacity, 2+ in a managerial role

  • Previous experience working with call center technology including phone systems, ticketing systems, and scheduling tools preferred.

  • Bachelor's degree is required. Combination of relevant experience, education, and training may be accepted in lieu of degree

  •Proficient use of ServiceNow or a similar ticketing system

  •This position requires

  #LI-JH1

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  
  Click here to learn about your hiring rights.

  Wellness at CLA

  To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

  To view a complete list of benefits click here.

• About the company

  CLA is a professional services firm delivering integrated wealth advisory, outsourcing, audit, tax, and consulting services. Learn more about CLA.

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