As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advisory firms, we foster teams in Advisory, Assurance, and Tax services that value innovation and collaboration in everything they do!

We currently have an exciting career opportunity for an IT Service Desk Manager to join our team.

This is a virtual position. A virtual position does not require job duties be performed within proximity of a CohnReznick office location. As a virtual employee, you may be required to be present at a CohnReznick office with scheduled notice for client working, team meetings or training.

YOUR TEAM.

As the IT Service Desk Manager, you will lead a team that delivers the best end user experience and assistance to CohnReznick’s business and IT users, by overseeing the IT Service Desk and Application Support team. This role reports to the Director of IT Support Services.

Our hours of operation are Monday through Friday, 7:00am – 7:00pm CST, including evening and weekend support during the January – April tax season and occasional overtime as needed.

WHY COHNREZNICK?

• Work-Life Blend: Our team members accrue up to 30 days of PTO depending on their level & take advantage of 17 paid holidays including two weeks off a year when all CR Team members take time off together (July 4th week and Thanksgiving week).
• Parental Leave: Our expanded leave is up to 8 weeks following the birth or placement of a child.
• Flexibility: Our team members have options of being fully virtual, hybrid or in the office based on theirs and the business All full time or part time CR team members are offered a home office stipend upon onboarding to help them get setup at home.
• Diversity & Inclusion: Whether it’s through participation in our Employee Resource Groups such as CR BLAC, CR PRIDE, CR Women, VMA@CR, CR GREEN, RAZA@CR, AAPI@CR, CR CARES, our team members give back to the communities they live and work in.
• Total Rewards: We offer a competitive annual compensation, annual discretionary performance bonus, referral & client bonuses, spot bonus opportunities, 401k match with profit sharing contributions and incentive and support towards achieving the CPA licensure.
• Learning & Development: Our team members have access to learning opportunities focusing on technical, leadership, and success skills that support their growth and career advancement, not to mention the necessary resources to meet their compliance needs.
• Wellness resources: Our virtual care programs such as Headspace, Spring Health, Prevention Cloud, and Peerfit help support our team members’ mental and physical well-being.
• Performance Coach: Each CR Team member is aligned to a Performance Coach who will support them in establishing their goals and provide guidance and support along their career path of choice.
• The CR Friend: Your CR Friend will serve as a familiar face when you first join the firm and is someone you can always reach out to.
• CR Together with Purpose: Our workplace strategy aims to create an environment in which we have a regular cadence working at a client's location, our offices and remotely depending on what we need to accomplish, who we need to work with to be successful, and how we will be most productive on a schedule that works best for our clients, teams, and people.

YOUR ROLE.

Responsibilities include but not limited to:

• Manage the day-to-day Service Desk operations and ensure our SLAs are being met.
• Coaches and mentors Service Desk agents; assesses and records their performance to promote professional growth. Responsible for Service Desk Technician evaluations.
• Act as the escalation point for difficult calls or tickets escalated by the IT Service Desk team.
• Act as a liaison to other technology teams on behalf of the Service Desk.
• Work directly with the Director of Support Services in the development, integration, direction, and improvements of ITSM for the Service Desk function.
• Development of IT Support and Service Desk metrics, using, ServiceNow, PowerBI and Excel.
• Collaborate on various projects that aid in driving continuous support improvement.
• Document consistent processes and procedures for first-time resolution tickets.
• Facilitate Service Desk training and awareness sessions.
• Hold regular workload management meetings with the IT Service Desk team to ensure tickets are being routed appropriately and that the team is meeting its objectives.
• Represent the IT Service Desk at meetings when required.
• Study data metrics reports and recommend improvements to meet and exceed support team goals.
• Responsible for staffing and ensuring skill levels are maintained throughout operational hours.
• Assist with the day-to-day coaching and development of our Service Desk L1, L2, and Application Support agents. You will help ensure that the team achieves specific performance metrics via goals and established KPI’s.

YOUR EXPERIENCE.

The successful candidate will have:

• Bachelor’s degree or equivalent experience in IT Support Management, or related field.
• ITSM framework and ITIL v4 experience preferred.
• 6 years of experience in IT Operations, End User Support, or related work experience for an organization with at least 1,000 employees.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• A high level of accountability and the ability to prioritize and delegate is essential.
• Ability to meet tight deadlines.
• Ability to travel to various office locations when needed for events, meetings, and staff training sessions.
• Demonstrated a track-record of success supporting software and applications.
• Demonstrate the ability to thrive within a fast paced, demanding support environment while maintaining high standards and a customer centric approach.
• Outstanding customer service skills.
• Strong leadership and decision-making skills.
• You must be a self-motivated professional with excellent communication and documentation skills.
• ServiceNow ITSM and AWS Connect experience preferred.
• Travel up to 25% may be required. You must be able to work outside of normal business hours (weekends & evenings) as needed.

After reviewing this job posting, are you hesitating to apply because you don’t meet every single requirement? Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply.

You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at CRaccommodation@cohnreznick.com Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

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