US Technology Support Manager - Executive Leadership

<br>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. You’ll 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, you’ll 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.<br><br><p>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.</p><p></p><p>As a Manager, you&
39;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:</p><p></p><ul><li>Develop new skills outside of comfort zone.</li><li>Act to resolve issues which prevent the team working effectively.</li><li>Coach others, recognise their strengths, and encourage them to take ownership of their personal development.</li><li>Analyse complex ideas or proposals and build a range of meaningful recommendations.</li><li>Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.</li><li>Address sub-standard work or work that does not meet firm&
39;s/client&
39;s expectations.</li><li>Use data and insights to inform conclusions and support decision-making.</li><li>Develop a point of view on key global trends, and how they impact clients.</li><li>Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.</li><li>Simplify complex messages, highlighting and summarising key points.</li><li>Uphold the firm&
39;s code of ethics and business conduct.</li></ul><p></p><p></p><p></p><br><br><p>The Operations Team is responsible for serving as strategic business partners across IT and other functional units as well as the Segments. The primary focus of this team is to identify trends in performance of qualitative and quantitative data related to IT Operations and propose innovative solutions/services to IT leadership and business stakeholders.</p><p><b><u>Job Requirements and Preferences</u></b>:<br /><br /><b><u>Basic Qualifications</u></b>:<br /><br /><b>Minimum Degree Required</b>:<br />High School Diploma<br /><br /><b>Minimum Years of Experience</b>:<br />4 year(s)<br /><br /><b><u>Preferred Qualifications</u></b>:<br /><br /><b>Degree Preferred</b>:<br />Bachelor Degree<br /><br /><b>Preferred Fields of Study</b>:<br />Information Technology<br /><br /><b>Preferred Knowledge/Skills</b>:</p><p>Demonstrates proven knowledge of and/or success in providing technology support to executives (the customer) and delivering a great customer experience:</p><ul><li>Troubleshooting and resolving PC, Mac, mobile device, home printer, home monitor, home network, office printer, video conference, and meeting technology issues; </li><li>Working independently to quickly and accurately diagnose and resolve complex technology issues, both in person and remotely;</li><li>Collaborating with US and global technology teams to resolve issues, while making this seamless to the customer;</li><li>Applying business judgment by knowing when to provide support and to alert technology leadership to issues, as well as being flexible to accommodate urgent requests and/or short notice changes to requests;</li><li>Testing and configuring technology in advance of usage, including video conferencing, meeting space technology and loaner PCs/Macs/mobile devices;</li><li>Being available and providing technical support during events and meetings;</li><li>Walking the executive floor to proactively identify technology issues and driving resolution;</li><li>Displaying time management skills to plan and prioritize work and the ability to anticipate customer technology needs; </li><li>Sharing technology tips and training customers;</li><li>Applying enhanced communication skills to show empathy, set expectations, provide updates, and explain issues in non technical terms;</li><li>Documenting issues and requests in the ticketing management system and keeping knowledge documents up to date;</li><li>Sharing best practices and coaching others to deliver a great customer experience;</li><li>Analyzing data to detect trends in technology issues, while developing and executing plans to prevent issues from reoccurring;</li><li>Analyzing customer feedback and developing and executing plans to continually improve processes, through simplification and automation, and enhancing the customer experience;</li><li>Reporting to technology leadership on key performance metrics;</li><li>Understanding changing customer business needs, while developing and presenting solutions to technology leadership; and,</li><li>Utilizing flexibility to be available outside of normal business hours, and expecting volume weekly outside of normal business hours.</li></ul><br>At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.<br><br>PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.<br><br>All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.<br><br><br><br> <span style='display:none'>350961 350961WD</span>