Deloitte Manager, Technology Support Services in Denver, Colorado
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Manager, Technology Support Services - DenverLocation Denver, CO Job SummaryManages resource allocation, scheduling, budgeting, project planning and task management to ensure all day-to-day ITS activities are successfully managed in a 24 hour x 7 day environment. Manages teams and develops strong working relationship with business leaders, customers and colleagues. Responsible for management of staff and resource allocation in order to complete highly technical projects and assignments. Serves as an internal consultant and technical advisor in all matters relating to technology. Accountable for achieving customer satisfaction and Service Level Targets. Responsible for staff performance evaluation, goal setting, professional development, coaching/mentoring and recruiting activities. Responsible for the development and delivery of departmental metrics. Complete oversight for managing/mitigating risk and compliance activities that occur locally/regionally/nationally within assigned area of responsibility. Illustrative Duties and ResponsibilitiesBrings all ITS resources together in order to meet business requirements. Responsible for service delivery, resource allocation, project plans, reporting and delivery of status to regional leaders and stakeholders. Accountable for achieving customer satisfaction and Service Level Agreement commitments. Participates in the development and delivery of training programs on a local, regional and national basis. Leads activities with multiple disciplines (TSS, Infrastructure, Unified Messaging, Cybersecurity, Communications, Workplace Services, etc.) where various groups are engaged to achieve desired results.Responsible for development and management of staff and teams. This includes performance management, goal setting, professional development, coaching/mentoring, team recognition and recruiting activities. Grows relationships with business leaders and customers at all levels in the organization. Promotes ITS as a trusted business partner, connects with customers to understand business needs and understand where ITS can provide solutions. Solicits feedback from business leaders to ensure ITS service delivery is exceeding expectations. Manages projects and services within budget guidelines, develops cost control measures, manage time & expense compliance and provides recommendations into budget planning.Responsible for the development and deployment of advanced technical solutions. Subject matter expert of specialized areas including, but not limited to: laptops, mobile devices, AV, printers, inventory management and process automation. Provide service performance metrics around the aforementioned areas.Manages, measures and reports on all security, risk and compliance activities that occur within area of responsibility. Works directly with the Information Cybersecurity, Risk and Compliance team and the Office of General Council in response to matters of litigation.Assesses customer needs, priorities and trends through regular ongoing communication with clients. Identify, evaluate and collaborate with stakeholders regarding opportunities for improvement and provides constructive suggestions for change.Performs other job-related duties as assigned.Required Technical SkillsProficient with Microsoft and Apple OS, Microsoft Office to include, MS Visio and Project; general database architecture, infrastructure, network design and operations. Required Licenses, Certifications, and Other RequirementsPrefer industry recognized certifications within area of responsibility (i.e. MS, CompTIA, Apple) ITIL Certification Desired. May require security clearances for roles aligned to Federal practices. Education & Experience Bachelor s Degree in a related IT field or equivalent work experience. 4 years of experience leading teams and projects within a corporate IT environment.Proven success with relationship management and client service delivery.Adept at cloud computing and social media technologies.Solid understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience.Understanding of IT Governance Framework i.e. ITIL. Behavioral Attributes:Strategic and innovative mindsetProfessional judgementMaster of conflict resolutionPassion for team successAbility to manage stress effectively in high-pressure situationsStrong sense of discretion and confidentiality required.Exceptional time management skills Leadership skillsAbility to assess, manage and develop talentAbility to influence and persuadeConfident, courageous and approachableAbility to appropriately assess and manage risk Demonstrated project management skillsStrong verbal and written communications skillsProven ability to drive operational excellence
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Category: Information Technology