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Perficient, Inc. Manager, IT Service Center in St. Louis, Missouri

At Perficient you’ll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you’ll do it with cutting-edge technologies, thanks to our close partnerships with the world’s biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too.

We’re proud to be publicly recognized as a “Top Workplace” year after year. This is due, in no small part, to our entrepreneurial attitude and collaborative spirit that sets us apart and keeps our colleagues impassioned, driven, and fulfilled.

Perficient currently has a career opportunity for a Manager, IT Service Center in our St Louis office.

Job Overview:

The Manager Service Center is responsible for the efficient and effective operations of the Perficient technology service center. Work would focus on the training and management of service center agents as they work to resolve and triage issues related to Perficient applications and desktop infrastructure while providing superior customer service to end users.In addition to working closely with end users, this role has hands-on daily interaction with key management across the business unit including General Managers, Directors, Project Managers, and Business Development Executives

  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

  • Manage service center agents from the locations from which they reside

  • Develops measurable and obtainable goals for each team member and monitors on a consistent basis using key performance indicators

  • Up to 60% hands on participation in service queue ticket resolution

  • Spearhead the development of knowledge repository information for more effective ticket resolution

  • Develop training plans and training paths for service center agents

  • Coordinate and collaborate on internal corporate project related tasks with other IT resources and team members

  • Led Service center improvement projects by creating project plans and holding resources accountable to assigned tasks and expected outcomes

  • Continuously build and develop relationships with business unit and corporate leadership

  • Prepare periodic status reports, personnel reviews and other management reports as requested.

  • Take ownership of customer issues and follow problems through to resolution

  • Continually strive to improve the customer’s experience receiving IT services

  • Manage the IT asset management process from deployment through salvage including laptop deployments for new hires, redeployment

  • Point person for local St. Louis office executive support and technical coordination

  • Develop and maintain Service Center polices and procedures and review annually for effectiveness

  • Bachelor’s degree from an accredited university required;

  • 2+ years of experience working with clients in a consultative manner to solve business problems using technology and data-driven techniques

  • 3+ years of leading people on projects or teams in a service center environment

  • Proven experience with IT asset lifecycle management and associated support systems

  • Proven ability to “delight” customers through excellent customer service

  • Excellent written and verbal communication skills with a proven ability to translate technical or abstract concepts into a narrative

  • Proven ability to manage projects in a self-directed manner

  • Strong knowledge of ITIL preferred

  • Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work.

More About Perficient

Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions.

Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers and partners; and reduce costs. Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index.

Perficient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law.

Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.

ID: 2020-10115

External Company Name: Perficient, Inc

External Company URL: www.perficient.com

Street: 555 Maryville University Dr, Suite 500

Post End Date: 9/30/2020

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