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EY O365 Support Manager (GPS) in Des Moines, Iowa

O365 Support Manager (GPS)

Core Business Services

Requisition # UNI00I9U

Post Date 3 days ago

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world. 

Our GPS Technology Organization is a structure within the US GPS practice that implements and maintains a new operate and technology model designed specifically to support U.S. defense and Government engagements.  

*The opportunity *

As a Support Manager, you’ll have overall accountability for help desk support functions of Office 365 with US Government tenants to support our US based GPS organization. You’ll ensure help desk resources are available to support as per the agreed service level agreement. You’ll have the chance to make an impact on careers by providing training, development and performance related feedback.

*Your key responsibilities *

  • Proactively monitoring the M365 tools set and ensuring the required alerts are in place for the support team to act in timely manner

  • Ensuring any downtimes in service are communicated in timely manner to end users and following up with the vendors to meet the planned timelines

  • Tracking and report the SLA and ticket issues on a regular basis to senior management for clear visibility on the support module

  • Managing application policies for the various Office 365 applications

  • Work with the product manager and leads to validate and guide the roadmap grooming Managing the customer support department’s day-to-day functions

  • Responding to escalated customer support issues

  • Implementing customer support processes to enhance customer satisfaction

  • Formulating and revising customer support policies and promoting their implementation

  • Informing the team of all new information related to products, procedures and trends

  • Assessing support statistics and preparing detailed reports on the findings

  • Overseeing and evaluating the teams ongoing training efforts

  • Building an inclusive team through a sense of belonging that inspires innovation and collaboration

  • Being flexible to the demands of the services provided and any assigned projects. The role may require out of office work hours

  • As this role is 12/5 support it requires working night shift periodically for on-call support for P1S1 and P1S2 tickets

Skills and attributes for success

  • Proficiency in O365 technologies including on the desktop and Mobile platform (IOS, Android) and able to work across technologies including M365 tools set, Desktop and Mobile to ensure the end users have the best support experience

  • In-depth knowledge of M365 services available in GCC high

  • Product experience with Exchange Online, Teams, OneDrive, SharePoint, Power BI, Power Automate, Yammer

  • Expert knowledge in Incident management, service requests and change requests using ServiceNow for support

  • In-depth knowledge on support workflow, level 1, level 2 and level 3. This role will be supervising the efforts for personnel from all the level 1 to level 3 of support

  • In-depth knowledge on PowerShell scripting and automation experience using scripts

  • Capability to help customer to fix the issue and/or create tickets for Microsoft for further troubleshooting

  • Ability to create and foster a diverse and inclusive environment

  • High degree of cultural and emotional intelligence, and demonstrated aptitude for resilience, flexibility, and ability to adapt to changing circumstances and dynamics

*To qualify for the role you must have  *

  • Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications

  • Ability to work with people in a variety of cultures, countries and time zones

  • Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and in others

  • Strong technical background with experience in production technologies

  • Familiarity with US Government Compliance Frameworks such as NIST 800-171 R2, NIST 800-53 and US Cloud Security Requirements

  • A Bachelor’s or master’s degree in Computer Science, Engineering or related discipline, or equivalent work experience required

  • 10 years of Information Technology experience with at least last 3 year in in support manager role

  • Ability to obtain and maintain Top Secret Security clearance level 

*Ideally, you’ll also have *

  • Past experience working within professional services or large matrix organizations

*What we look for *

Individuals with strong business and technical acumen who demonstrate drive, vision, teaming and purpose and are passionate about helping our clients achieve their goals. 

*What we offer *

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible. 

The exceptional EY experience. It’s yours to build.     

*EY | Building a better working world  *

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.      

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.     

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

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