Job Description

The Service Desk Manager is expected to manage and oversee the PCSC San Antonio Level 1, Level 2 and Onboarding services & support to the Citi Markets and Investment Banking Businesses and ensure that service levels are achieved. They are to ensure that customer expectations are met or exceeded. Theyre responsible for ensuring the team is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. This may require escalation to other teams, both internal and external in order to deliver the expected level of service.

* Key Responsibilities

1. Ensure that the PCSC San Antonio team is servicing premium customers within the agreed Service Levels and Key Performance Indicators.

2. Train, coach and mentor Service Desk Team Leads including career development. Oversee staff activities.

3. Ensure continuous service improvement of the desk based on the performance levels, customer feedback and daily, weekly, monthly reports produced by the Service Desk Team Leads. Review and enhancement of the service desk processes to improve the customer experience.

4. Act as the customer relationship focal to the key stakeholders within the premium support. Establish a regular meeting cadence with the partner teams as well as the regional Heads.

5. Financial accountability of the PCSC San Antonio operation. Seeking for financial efficiencies where applicable.

6. Manage process for communicating outage/emergency activities to the organization. Coordinate with other IT departments and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

7. Encourage communication of new ideas, solutions, suggestions and problems. Review for appropriate action or implementation. Participate in continuous learning and professional development.

* Qualifications:
* 6-10 years of experience in a Technology Infrastructure role with people management experience
* Project management experience
* Ability to communicate technical concepts to non-technical audience
* Experience in a Financial Services or large complex and/or global environment preferred
* Ability to develop projects required for design of metrics, analytical tools, benchmarking and best practices
* Effective written and verbal communication skills
* Effective analytic/diagnostic skills
* Ability to partner with virtual and in-person teams, define goals to a team, and work under pressure or to a deadline

Education:

* Bachelors/University degree, Masters degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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