Deloitte Support Manager - Manager in Chicago, Illinois
Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.
You ve proven yourself as a leader and premiere Support Manager with the expertise and credentials to back it up. Now it s time to step to the next levelto lead a dynamic, national team with clients at the top of their respective industries. Our team works on the cutting edge, building and delivering the next generation tax applications and services to clients. We re looking for the very best who thrive on what s possible.
What you ll do
As a Manager on our STAC team, you willplay an integral role in our STAC QA team as the individual responsible for leading support efforts across STAC products. You will:
Work across STAC and other Deloitte Tax products to create support strategies and models and to manage support activities.
Work with onshore and offshore level 1 and level 2 support analysts to provide exemplary support that exceeds client expectations and delivers value that is aligned with the Deloitte brand.
Work with product owners and business stakeholders to create support models specific for each product.
Hire and train qualified support analysts based both in the US and in USI.
Manage and oversee the support of the STAC and vendor-supplied tax applications within service level agreements defined per product.
Work with support analysts to consistently and constantly train and mentor them to improve their knowledge of the application functionality and underlying technology.
Work with product owners to ensure a complete and smooth knowledge transfer between product teams and the STAC support team.
Identify improvement opportunities and work with the support team to continuously improve process and standards.
Identify and remove any blockers for the support team.
Closely work with offshore QA team, QA leadership, Dev, BA, PO, DevOps, and QA automation teams to deliver automated testing solutions.
Help and assist with the management of vendor support resources.
Participate in project and support meetings to add value from quality perspective.
Provide status reports to STAC leadership and other management teams.
Deloitte Tax LLP's National Chief Technology & Process Office (CTPO) is responsible for the design, development, and deployment of technology, tools, and standard processes to support the delivery of Tax services. The CTPO team is focused on enhancing Deloitte Tax LLP's ability to deliver comprehensive, value-added, and efficient Tax services to our clients. It is a dynamic team with professionals of varying backgrounds from tax technical, technology development, change management, Six Sigma, and project management. The team consults and executes on a wide range of initiatives involving process and tool development and implementation including training development, engagement management, tool design, and implementation.
Our Strategic Tax Application Center (STAC) within CTPO is greatly expanding as a result of the success we have had delivering technology-enabled tax products and services to our clients. STAC focuses on building the next generation tax platform and suite of tax modules to deliver premiere tax service offerings and technology solutions to our tax practitioners and clients. There is a growing demand from our clients, and within our tax platform, for greater levels of functionality and scalability around data management, analytics, and reporting. This is an ideal opportunity to be part of a cutting-edge and innovative environment within the larger Deloitte Tax organization.
7 years experience as a support Analyst supporting software applications
4 years experience as a support manager
Bachelor s degree in computer science, computer engineering, electrical engineering, or related field
Experience in level 1 and 2 support analysis
Experience in managing offshore teams
Expertise in support management tools (e.g., Remedy, Service Desk, Service Now) and with knowledgebase software
Experience supporting custom-developed applications
Experience developing and managing support strategies and processes
Exceptional attention to detail and strong communication skills (written and verbal)
Quick learner and proactive with the ability to work in a dynamic, fast-changing environment
Ability to prioritize tasks and flexible to work on multiple assignments
Ability to work successfully with offshore vendor teams
Available to travel up to 30%
Proficient with MS Office suite
Experience with scripting tools such as VB or Java script
Knowledge of web-based technologies
Knowledge of micro services
Knowledge of relational databases
A relevant advanced degree
Tax industry experience
Prior Big 4 experience
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 at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.
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.
Deloitte s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
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As used in this document, Deloitte means Deloitte LLP and its subsidiaries. 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.
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