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

　　The Infrastructure Operations Service Desk Lead plans and directs the activities of enterprise Tier 1 and 2 Service Desk operations and resources, coordinates technical support, organizes communications in support of business operations, and oversees effective technical support programs, services, and communications to support business operations and business continuity to support the achievement of business objectives. The Infrastructure Operations Service Desk Lead determines the Service Desk operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishes technical specifications, productivity, quality, and customer-service standards. The Service Desk Lead maintains and improves Service Desk operations by monitoring system performance, identifying and resolving problems, creating action plans, and completing system audits and analyses. The Service Desk Lead assists or performs recruiting, selecting, training, assigning, coaching, and counseling of Service Desk staff. You will manage continuous improvement and quality assurance programs and enforce all Service Desk policies and procedures.

　　Primary Responsibilities:

　　Establish and communicate Service Desk strategic vision, goals, and priorities

　　Responsible for setting a high bar for performance by establishing robust and realistic expectations as well as a positive culture where high performance is the norm

　　Provide direction to all personnel to achieve Service Desk Service Level Agreements (SLAs) and implement strategic improvement initiatives

　　Track performance metrics and create & implement program to enable sustained performance excellence

　　Perform trend analyses and develop action plans for improving service timeliness and customer satisfaction

　　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 GPS Human Services Transformation offering designs and implements large, complex systems development and transformation projects to Human Service agencies across federal, state, and local government agencies as well as higher education institutions. With end-users, customers, and workers at the center, we collaborate with our clients to deliver quality human services and work to support individuals in need. Some areas that we focus on include Children Services, Eligibility & Enrollment, Child Support Enforcement, and Labor & Workforce Development.

　　This role is located in Sacramento, CA.

　　Qualifications

　　Required:

　　3+ years supervisory or leadership experience of large teams

　　4+ years of Service Desk experience

　　2 + years of Customer Service, Contact Center, and/or IT service support experience

　　Bachelor's degree

　　Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

　　Preferred:

　　IT Certifications preferred - (i.e., ITIL)

　　Direct product experience with telephony and customer relationship management products

　　Demonstrated ability to identify root cause and resolve issues of increasing complexity

　　Excellent customer service, leadership and team interaction skills

　　Demonstrated ability to coach team members to higher levels of performance

　　Must have the ability to manage multiple teams across shifts

　　The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $110,000 to $184,000

　　You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

　　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.