Reference #: JR105738 We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

Finance as a Service (FaaS) Service Desk Supervisor RSM currently has an opening for a skilled and motivated Service Desk Supervisor to join our team and deliver exceptional support and innovative solutions to our Finance as a Service (FaaS) accounting outsourcing practice. The Service Desk Supervisor will be responsible for leading a team of Service Desk Analysts, ensuring high-quality support for our FaaS accounting business applications. This role involves managing daily operations, providing guidance and mentorship to team members, and ensuring timely and effective resolution of user issues. The ideal candidate will have strong leadership skills, a deep understanding of accounting software, and a commitment to excellent customer service.

Job Duties and Responsibilities: *Supervise and lead the Service Desk team, providing direction, support, and development opportunities. *Oversee the daily operations of the Service Desk, ensuring efficient and effective handling of user issues and requests. *Monitor and manage the full life cycle of all incidents and requests, ensuring proper triage, status escalation and closure of all tickets submitted to the Service Desk. *Monitor team performance and productivity, implementing improvements and corrective actions as needed. Conduct performance conversations, provide mentorship, and oversee the development of team members. *Develop and manage compliance with Service Level Agreements *Develop reports and dashboards in the ServiceNow platform for ticket management and analysis. *Act as an escalation point for complex technical issues, providing advanced troubleshooting and problem resolution. *Develop and maintain comprehensive documentation for support procedures, troubleshooting steps, and user guides. *Conduct regular training sessions and create training materials to enhance the team's knowledge and skills. *Analyze support metrics and generate reports to identify trends, track performance, and recommend improvements. *Foster a customer-focused culture within the team, ensuring a high level of service and satisfaction. *Lead and/or participate in Service Desk related projects, ensuring alignment with organizational goals and objectives. *Maintain client security levels and confidentiality of information.

Qualifications *Bachelor's degree in Information Technology or related field. *ITIL V3 or ITIL V4 certifications and/or other relevant certifications. *3 plus years of experience with ServiceNow. *Ability to build advanced reports and dashboards in ServiceNow. *Previous experience leading a Service Desk. *Experience developing and implementing service desk policies and procedures. *Highly customer focused with ability to provide consistently excellent customer service and professionalism. *Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment. *Excellent written and verbal communication skills. *Possesses excellent time management and organizational skills. *Experience building out and managing a knowledge base.

Preferred Qualifications: *Experience developing and deploying a Service catalog. *ServiceNow certifications. - 4-6 Years Experience *Experience with FaaS Business Applications, including Sage Intacct, Oracle NetSuite, QuickBooks Online, BlackLine, BILL Tallie, Alteryx, and DataBlend is a plus.

At RSM, we offer a competitive benefits and compe sation package for all our people. We support and inspire you to prioritize your wellbeing by delivering personalized, holistic programming for your physical, emotional, financial and community wellbeing. RSM has a generous time off policy with at least 14 paid holidays, wellbeing days and associate and above access to self-managed time off. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

RSM is proud to be an Affirmative Action and Equal Employment Opportunity employer. We are proud to provide our employees with tools to assist them in being successful in achieving both personal and professional goals. We welcome and support all our employees to thrive in an environment free of discrimination and harassment. As an Affirmative Action and Equal Opportunity Employer all applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

Compensation Range: $64,700 - $122,100

Individualsselected for this role will be eligible for a discretionary bonus based on firm and individual performance. |

RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.