Customer Services Operations Lead

Deloitte & Touche L.L.P. Alexandria , VA 22313

Posted 2 weeks ago

Customer Services Operations Lead

Work you'll do

The Operations Lead is responsible for driving operational excellence by effectively leveraging the resources across the enterprise to meet customer demand for Service Desk and End User Services (EUS) support. He/she will utilize efficient processes and tools that provide operational awareness and insight into the HW asset and technical support requirements. The Operations Lead serves as an advocate for the customer and collaborates with leadership, internal teams and external organizations to drive the timely resolution of issues, fulfillment of requests and prompt response to inquiries.

Primary Responsibilities and Activities:

  • Manage IT operations and lead a technical team

  • Oversee the prompt assignment of incidents and service requests to personnel at all locations

  • Manage the prioritization of tickets and accurate tracking to closure of any Work Stoppage and Urgent SRs/IRs

  • Seeks opportunities in improvement to increase CSAT, overall rate of EUS ticket closure and accessibility of support for customers via the Service Desk

  • Identify and implement new processes to improve team productivity and customer experience

  • Provide direction to the Operations team to balance competing priorities

  • Provide oversight over asset requirement tracking, prioritization and deployment

The team

Operations Transformation

Our Operations Transformation team focuses on transforming our clients' core business operations. We advise, design, implement, and deploy solutions focused on "heart of the business" issues in specific sectors including Health Care, Banking & Securities, Insurance, and Energy & Resources. The type of work we provide to our clients includes Operations Excellence, Payment & Care Model Innovation and Emerging Business Models.

Our clients seek a fresh perspective on how to create a flexible, innovative business model supported by a strong operations foundation. Professionals will use their deep sector knowledge and technical business operations consulting experience to take a more strategic view of our clients' priorities, helping them to prepare for growth, embrace the digital agenda and maximize operational efficiency.


  • Relevant Bachelor's degree or higher

  • 4 years(+) experience with Service Desk Management

  • Minimum active Secret Clearance, Top Secret preferable

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.


At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte's culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you're applying to. Check out recruiting tips from Deloitte professionals.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: E20ALXCSRCMS050-CBO

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Customer Services Operations Lead

Deloitte & Touche L.L.P.