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 Service Desk Supervisor will monitor the performance of Service Desk Analysts. You will support best practices of the operations, collaborates with quality personnel, training personnel, and interacts with other functional areas to promote high customer satisfaction. The Service Desk Supervisor will provide monitoring, coaching, training, and feedback to Tier 1 and 2 Service Desk Analysts to improve and standardize customer interaction and experience.

　　Primary Responsibilities:

　　Responsible for supervision of Service Desk Analysts to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals

　　Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures

　　Perform tasks to assure service level and quality requirements are met

　　Continually look for and suggest process improvements that will benefit our customers

　　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:

　　5+ years of Customer Service, Contact Center, and/or Service Desk support experience

　　5+ years of experience coaching team members to higher levels of performance

　　5+ years of experience with organizing simultaneous tasks for individual assignments and the workflow of others within the unit

　　5+ years of direct product experience with telephony and customer relationship management products

　　5+ years of experience identifying root cause and resolve issues of increasing complexity

　　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)

　　Six months supervisory or leadership experience preferred

　　Excellent customer service, leadership and team interaction skills

　　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 $95,000 to $158,000.

　　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.