Position Summary

Technical Application Product Support Manager

Over the past several years, Deloitte Tax LLP (“Deloitte Tax”) has had great success in delivering technology-enabled tax services to its clients. As a result, Deloitte Tax is expanding its Tax Transformation Support Center. The Tax Transformation Office focuses on developing new service offerings and technology solutions that assist us in delivering tax services to our clients. This is an ideal opportunity to be part of a cutting-edge and innovative environment within the larger Deloitte Tax organization.

Work you’ll do

The Technical Application Support Manager plays an integral role in our Tax Transformation Support team by managing the US and Offshore L1Technical Application Support Desk. The Application Support Manager will be part of a Global team responsible for providing 24/7 support to internal Deloitte Tax practitioners and client users. The Application Support Manager will manage a US and Offshore team providing product support to users via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management. The Application Support Manager will report to the Senior Manager.

  • Manage US and offshore Level 1 Technical Application Support agents to provide exemplary support that exceeds client expectations and delivers value that is aligned with the Deloitte brand.
  • Manage and oversee the support for multiple Tax Applications, Robotic Process Automation (RPA), and vendor-supplied Tax applications within defined service level agreements.
  • Manage premium-level Tax Application Support via email, phone, and chat, to both internal and external users.
  • Maintain a client-centric culture and foster a culture of continuous improvement and employee engagement.
  • Maintain a consistent approach for team members for all communication with one goal/ one message.
  • Create Product Support Models for each application within the Portfolio and update on an annual basis.
  • Work with product and development teams to troubleshoot application issues and resolve issues.
  • Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.
  • Hold daily support meetings to communicate trends and guidance, answer questions, and gather user feedback for enhancement requests and deficiencies.
  • Hire and train qualified support consultants.
  • Coach and mentor consultants on proper standards/techniques to improve their accuracy and efficiency with problem solving and resolution handling.
  • Maintain quality service by establishing and enforcing organizational standards and policies.
  • Manage escalated calls/ emails/ chats where there is a request to speak to a manager or it is the right thing to do.
  • Assist the Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy. Suggest and, upon approval, implement reward/ recognition programs for the team.

The team

Deloitte Tax LLP's Tax Transformation team is responsible for the development and deployment of technology, tools, and standard processes to support the delivery of Tax services. The team is focused on enhancing Deloitte Tax LLP's ability to deliver comprehensive, value-added, and efficient Tax services to our clients. It is a dynamic team with professionals of varying backgrounds from tax technical, technology development, change management, Six Sigma, and project management. The team consults and executes on a wide range of initiatives involving process and tool development and implementation including training development, engagement management, tool design and implementation.

Qualifications

Required:

  • Bachelor’s degree in computer science, computer engineering, electrical engineering, or related field
  • Experience in Level 1, Level 2 and Level 3 support analysis
  • 10 years of experience in a customer facing internal application support role required.
  • 5 years of experience in a supervisory or management role is required.
  • Proven track record in championing change and leading a team to hit their short-term and long-term objectives.
  • Expertise with Case Management and Customer Relationship Management Software such as ServiceNow.
  • Expertise developing and managing support strategies and processes.
  • Experience analyzing and reporting support operational metrics in Microsoft Office suite or live presentations.
  • Experience working with end users (clients) to resolve their support issues.
  • Ability to prioritize tasks and flexible to work on multiple assignments.
  • Ability to implement support strategies effectively and efficiently.
  • Proficient with MS Office suite.
  • Ability to work flexible shifts including some holidays and weekends.
  • Travel up to 25% (While 25% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
  • Limited Sponsorship – Limited immigration sponsorship may be available
  • Appropriate certification (either in process or able/willing to obtain)

Preferred:

  • Knowledge of Tax a plus
  • Experience supporting custom-developed applications
  • Expertise in knowledgebase software such as Confluence or SharePoint
  • Chicagoland resident highly preferred

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Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Tax LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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.

Requisition code: 43037

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