Senior Manager Service Desk

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS Information Technology (IT)

Management Level

Senior Manager

Job Description & Summary

A career in Information Technology within Internal Firm Services will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. Youll focus on managing the design and implementation of technology infrastructure within PwC developing and enhancing both client and internal facing applications within PwC and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Our Computer Operations team provides customer Information Technology data centre and application support to ensure end to end quality of our Information Technology operations. As part of our team youll help enhance our operations quality work across all Information Technology operational functions and coordinate with service stakeholders to deliver high quality services.

To really stand out and make us fit for the future in a constantly changing world each and every one of us at PwC needs to be a purposeled and valuesdriven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines geographies and career paths and provides transparency on the skills we need as individuals to be successful and progress in our careers now and in the future.

As a Senior Manager youll work as part of a team of problem solvers helping to solve complex business issues from strategy to . PwC Professional skills and responsibilities for this management level include but are not limited to

Job Overview

The candidate would be responsible for Manage and operate the PwC Service Desk and would also be responsible for enhancing all stakeholder experience

• Lead mentor and manage a team of service desk analysts and technicians.
• Conduct regular performance evaluations and provide feedback coaching and development opportunities.
• Foster a positive and collaborative team environment.
• Ensure the service desk provides timely and effective support to endusers.
• Monitor and manage service desk performance metrics including response time resolution time and customer satisfaction.
• Implement and maintain service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the incident management process ensuring that incidents are logged tracked and resolved in a timely manner.
• Coordinate with other IT teams to resolve complex issues and prevent recurrence.
• Conduct root cause analysis and implement corrective actions.
• Identify opportunities for improving service desk processes and implement best practices.
• Develop and maintain standard operating procedures (SOPs) and knowledge base articles.
• Utilize ITIL or other frameworks to enhance service management practices.
• Maintain strong relationships with internal and external stakeholders.
• Act as a point of escalation for customer complaints and complex issues.
• Conduct regular customer satisfaction surveys and implement improvement plans based on feedback.
• Oversee the selection implementation and management of service desk tools and technologies.
• Ensure that the service desk systems are uptodate and aligned with organizational needs.
• Monitor and manage the service desk budget and resources.
• Generate and analyze reports on service desk performance and trends.
• Provide regular updates to senior management on key metrics and initiatives.
• Use data to drive decisionmaking and continuous improvement initiatives.
• Develop and implement training programs for service desk staff.
• Ensure that team members are equipped with the necessary skills and knowledge to perform their roles effectively.
• Stay current with industry trends and incorporate relevant advancements into the service desk operations

Requirements

• Bachelors degree in Information Technology Computer Science)
• 10 years of experience in IT service management with at least 5 years in a leadership or managerial role.
• Strong knowledge of ITIL or other IT service management frameworks.
• Excellent leadership communication and interpersonal skills.
• Proven ability to manage and motivate a team in a fastpaced environment.
• Strong problemsolving and decisionmaking abilities.
• Experience with service desk tools and technologies.
• Customerfocused mindset with a commitment to delivering highquality service.
• ITIL certification or other relevant certifications (e.g. HDI PMP).
• Experience in a similar industry or organization size.
• Familiarity with remote support tools and techniques.
• Knowledge of cybersecurity best practices

Education (if blank degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Artificial Intelligence Business Technology Cloud Disaster Recovery Coaching and Feedback Communication Creativity Database Disaster Recovery Data Warehousing Disaster Recovery Disaster Recovery Disaster Recovery Solution Development Embracing Change Emotional Regulation Empathy Enterprise Architecture Hardware Troubleshooting Incident Management and Resolution (IMR) Inclusion Influence Intellectual Curiosity IT Business Strategy IT Operations 28 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Up to 20

Available for Work Visa Sponsorship

No

Government Clearance Required

No

Job Posting End Date