Engagement Manager

3 weeks ago

Linthicum Heights, United States TEKsystems Full time

Description:

As an organization, TEKsystems Global Services (TGS) provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada and India. Our model provides the ability to engage customers beyond staffing when asked for more ownership,

capabilities, or methodology while enhancing client/consultant support.

We partner with progressive leaders to create opportunity, accelerate business transformation and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full stack technology

and talent services provider, we partner with our customers across the globe to own change. Join us.

At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, Energetic partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and our inclusive culture.

We’re doers, looking for doers who do the right thing. Roll-up your sleeves thought-leaders focused on creating possible. Team champions who declare success only when everyone achieves their ambitions. Sound like the career experience you’ve been searching for? We’re looking for an Engagement Manager to join our team.

We are seeking a dedicated Service Desk Manager to lead our managed services. The role demands a comprehensive understanding of contractual commitments, mastery in reporting to those metrics, and the expertise to craft and deliver insightful presentations to the client. Outstanding communication skills are essential, given the nature of the role.

Primary Responsibilities:

•ServiceNow Expertise: Demonstrate in-depth proficiency with ServiceNow, leveraging its capabilities for ticketing, task management, knowledge, and reporting. The ability to extract, analyze, and present insights from ServiceNow data is crucial.

•Contractual Adherence & Reporting: Ensure services perfectly align with contractual obligations. Expertly construct and present data-driven reports, emphasizing transparency. Craft these metrics to narrate an impactful story, drawing attention and fostering awareness for internal teams. When interfacing with the customer, highlight factors that directly affect end-user satisfaction. Provide a story-driven overview that pinpoints areas of excellence and those needing improvement, underscoring financial implications tied to the data.

•Recruitment & Team Building: Lead the hiring process for the team(s). Seek candidates aligning with our values and objectives, assessing technical and interpersonal aptitudes.

•Discipline & Personnel Management: Serve as the primary executor of our established progressive discipline system, fostering the growth of team members. This includes initiative-taking identification and management of performance issues, coupled with guidance, support, and corrective measures.

•Stakeholder Relations: Forge robust relationships with clients, addressing their evolving needs and regularly seeking feedback for continuous improvement.

•Team Guidance: Inspire and nurture the team, conducting performance assessments and setting growth-oriented objectives.

•Understanding TEKsystems Offerings: Possess a deep understanding of TEKsystems' additional service offerings. This knowledge is pivotal for the role's core responsibilities and for providing consultative advice to the client. When the customer explores options to outsource, build,

innovate, or expand their environment, the manager's expertise in our offerings can guide

decisions and foster further engagement.

•Internal Collaboration & TEKsystems Familiarity: Cultivate and nurture relationships within TEKsystems, spanning various departments and teams. A thorough comprehension of our internal processes, functions, and corporate culture is vital. This internal cohesion promotes seamless service delivery and underpins the manager's role as the linchpin between the client and our organization, ensuring consistent, high-quality outcomes.

oEligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision

Critical Illness, Accident, and Hospital

401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

Life Insurance (Voluntary Life & AD&D for the employee and dependents)

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick Leave)

Click here to learn more:

Skills:

Project management, Communication and leadership skills, service desk

Top Skills Details:

Project management,Communication and leadership skills,service desk

Additional Skills & Qualifications:

We are seeking a dedicated Service Desk Manager to lead our managed services. The role demands a comprehensive understanding of contractual commitments, mastery in reporting to those metrics, and the expertise to craft and deliver insightful presentations to the client. Outstanding communication skills are essential, given the nature of the role.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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