Support Services - Manager II (UFIRST)

Ernst & Young, a global leader in professional services, is committed to restoring the public’s trust in professional services firms and in the quality of financial reporting. Our 107,000 people in 140 countries pursue the highest levels of integrity, quality, and professionalism in providing a range of sophisticated services centered on auditing, accounting, tax, and transactions. We strive to help all of our people achieve both their professional and personal goals through an inclusive environment that values everyone's contributions, appreciates diversity of thought, fosters growth, and provides continuous opportunities for development. Recognized by organizations such as Fortune, Working Mother, and Training magazine, Ernst & Young continually strives to be a great place to work.
Job Description:
The Support Services Manager II leads staff members who are responsible for facilitating the support management of second-level global functional activities, as well a U.S. first and second level support. This professional must display a thorough understanding of how to align the support organization with organizational objectives. Responsibilities Manage the continual upgrading of operational processes and procedures to ensure that organizational objectives are met by the support infrastructure. Prepare the annual budget and manage expenditures in order to operate within approved budget guidelines. Communicate regularly with external support industry professionals to understand and utilize the latest support industry technology, best practices and support techniques. Ensure that existing global support practices continue to meet organizational requirements and expectations. Approve support model plans for new application support. Driver of support process improvement initiatives that will increase the customer experience, reduce operational costs as well as upholding internal Operating Level Agreements as well as external customer Service Level Agreements. Review functional operations status reports provided by support managers. Act creatively to facilitate the development and implementation of appropriate support solution initiatives by managing complex business and functional requirements, developing complex action plans and overall strategies, analyzing the impact of decisions, mentoring and coaching staff, developing others through the solution process that supports the timely resolution of customer issues while encouraging organizational knowledge sharing. Performance management of all staff. Manage the training and development of staff members to develop their skills and maintain state-of-the-art knowledge in their area of responsibility. Directly and indirectly supervise staff members in the development, implementation, and support of applications to meet the client’s business requirements. Recommend the selection of and be responsible for the performance management of staff members. Delegation of tasks to support management and staff as necessary as well as the ability to empower the team to take on additional tasks and challenges.Ernst & Young LLP, an equal opportunity employer, values the diversity of our work force and the knowledge of our people.
REQUIREMENTS
Qualifications: To qualify, candidates must have: a bachelor’s degree in a related discipline certifications: STI or Help Desk Institute Director's Certification approximately 8-10 years of related work experience within a support center/call center environment strong product and project management experience with a full understanding of the product release lifecycle excellent management, interpersonal, communication, presentation, and organizational skills provide the support organization with the vision, the ability to work and team effectively with clients and other management personnel ability to be self directed and to implement support processes, procedures and design new programs as needed in an efficient timely fashion