Job Description

Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers\' interactions with the public sector.

Work you\'ll do

• Provide on-site oversight for end-to-end operations of tier 1 (phone, 100% virtual) and tier 2 (desk-side, 100% in person) service desk services
• Manage ServiceNow tool for ticket lifecycle - intake, triaging and resolution in accordance with established SLAs and ticketing SOPs.
• Identify opportunities to improve processes and policies for better customer service and more efficient service delivery. Work with broader team to propose new tools and solutions to improve operations.
• Administer SOPs for operational activities and ticket management (e.g., triage, remediation, communication, reporting) based on direction from federal leads and Service Area PMs; Ensure SOPs are followed across team.
• Manage diverse group of stakeholders and customers; develop training and communications materials to improve stakeholder relationships and engagement.
• Leverage data to drive continuous improvement to operational activities and dashboard reporting per program expectations.
• Ensure resources have necessary training, skillset, and certifications needed to perform the scope of work.
• Manage resource workload against ticket volume and ensure optimal delivery.

The team

Deloitte\'s Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The Contact Center practice is part of Deloitte\'s GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients\' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

Qualifications

Required:

• Bachelor\'s degree required
• 2+ years of professional experience managing ITIL service desk operations
• 2+ years of experience designing and developing standard operating procedures (SOPs), policies, and training materials for service desk agents
• 2+ years of experience leading or managing a team and operations
• 2+ years of experience with ServiceNow for IT Management, incident ticketing, and service desk ticketing
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Must be able to obtain and maintain a secret clearance for this role
• Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve.
• Ability to be onsite 5 times a week in Washington D.C.

Preferred:

• Any ITIL Certifications (ex: ITIL 4 Foundation, ITIL 4 Managing Professional, ITIL 4 Strategic Leader)
• Prior professional services or federal consulting experience

Deloitte