Job Description

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. Youll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth. Our Operations Support team monitors the overall quality of our service. As a part of the team, youll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

* Develop new skills outside of comfort zone.
* Act to resolve issues which prevent the team working effectively.
* Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
* Analyse complex ideas or proposals and build a range of meaningful recommendations.
* Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
* Address sub-standard work or work that does not meet firm's/client's expectations.
* Use data and insights to inform conclusions and support decision-making.
* Develop a point of view on key global trends, and how they impact clients.
* Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
* Simplify complex messages, highlighting and summarising key points.
* Uphold the firm's code of ethics and business conduct.

This team has broad knowledge of the business functions to resolve critical and strategic business technology challenges. Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. This team is responsible for adherence to Service Level Agreements for Level 2 and 3 application support services regardless of delivery source.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
4 year(s) of progressive roles managing IT operations quality control, process improvement, and compliance.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Fields of Study:
Information Technology, Computer Systems Analysis, Management Information Systems

Certification(s) Preferred:

ITIL Certification

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader in the management and/or development of application based troubleshooting, including the following areas:

* Managing and coaching others, provide developmental feedback so team members can progress in the PwC Professional framework, complete performance reviews and evaluations;
* Providing oversight and direction to the team to ensure all responsibilities, goals and objectives are met;
* Working to increase the efficiency and effectiveness of the team, processes, and customer experience;
* Coaching team members to identify and resolve issues;
* Leading multi-disciplinary teams in resolving complex technical issues;
* Managing relationships across the global organization at multiple levels;
* Displaying a continuous improvement mindset and keen focus on enhancing the customer experience;
* Identifying and building stakeholder relationships in order to increase confidence in the Service Desk function;
* Overseeing the resolution of high priority issues to ensure a timely, complete resolution that meets/exceeds customer expectations;
* Coordinating responses between technical teams and customers during the lifecycle of an issue;
* Conducting root cause analysis to identify trends and opportunities for improvements across the IT functions;
* Analyzing incident trends and recommending corrective actions and opportunities for improvements across the IT functions;
* Partnering with the Service Desk leads to review daily queue stats and tickets in order to identify potential issues to avoid escalations; and,
* Collaborating bringing people together to work through complicated troubleshooting, and ability to identify and recommend solutions to management teams.