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Manager Support Services III

Date: Jun 28, 2019

Location: Phoenix, AZ, US, 85027

Company: Centuri Group, Inc.

Summary

Join the leader in underground pipeline construction and get yourself a solid career with solid pay! Take the first step on your path to career advancement; Join Us - we’ve got work for the next 100 years!

 

Our Support Services Manager is responsible for end-user Customer satisfaction and managing staff to achieve stated results, with a focus on leadership, vision, strategy, culture, best practices and continuous improvement.

Perks

  • Excellent benefit package including Health Insurance as low as .23 cents per week
  • Employer Health Saving Acct. contribution up to $1,600.00 per year
  • Company 401(k) match: dollar for dollar on first 3% and $.50 on the dollar for the next 4%
  • Dental and Vision as low as $5.45 per week
  • 9 company paid holidays plus accrue PTO/Vacation time

Responsibilities

  • Manage and coordinate the planning, design and implementation of Service Desk support
  • Achieve objectives by contributing customer service information and aligning recommendations to strategic plans and reviews
  • Prepare action plans, implement productivity, quality, and customer-service standards, resolve problems and complete audits
  • Identify customer service trends via surveys and industry data
  • Determine and implement system improvements
  • Structure call routing and processing parameters for maximization of staff and service levels
  • Analyze customer 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 manage multi-channel customer interactions including; telephone calls, email, text messages and web requests
  • 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
  • Drive process improvements in line with a service-oriented and solutions-focused approach
  • Assess strengths and deficiencies in the department and implement strategies to address
  • Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems
  • Establish processes to provide “customer” access to Knowledge Base information
  • Determine customer service requirements by visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices and analyzing information and applications
  • Maintain a high level of department morale through positive employee interactions, effective communication and team building events
  • Other duties as requested by leadership

Education, Skills, Experience Needed

  • Bachelor’s Degree in Business, IT or related field preferred
  • 10 years’ administration of desktop environments and workstations, preferably in a multi-site, IT Service Management-driven environment is preferred
  • 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 required: Contact Center Management, Customer Service, Managing Processes, Process Improvement, Project Management, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Service Desk Experience, Emphasizing Excellence
  • A proven professional with excellent interpersonal, written, verbal, presentation and time management skills

Working Environment

  • 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

Requirements

  • Pass pre-employment, random, post-accident, and reasonable suspicion drug screens
  • Provide valid US work authorization documents for E-Verify
  • Satisfactory results of pre-employment background check results
  • Valid driver’s license with clean driving record

Equal Employment Opportunity Statement

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, sex, gender, 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.


Nearest Major Market: Phoenix

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