OVERVIEW

Come join Intuit’s IT Workforce Care Technology Team as a Tech4Intuit Regional Onsite Care Manager.
Our Team provides Intuit’s workers across multiple global locations with daily services and support associated with keeping everyone in the company productive and secure each day. The solutions we deploy and support include personal productivity technology (laptops, mobile devices), printers, video conferencing, IT infrastructure, security, access, collaboration tools and software. We operate at scale a variety of logistical services as well as maintain both proactive and reactive support channels to keep our company moving each day. We deliver on-site, virtual, community-based, and self-service technical support and also leverage advanced machine learning tools to proactively manage a fleet of over 60,000 endpoints with workers across the globe. The focus on the end-to-end customer experience is what makes Intuit’s Workforce Care Team the best in the industry.

• Ensures users are provided efficient, effective, and timely support on a 24x7 basis; manages staff scheduling to ensure optimal coverage and responsiveness.
• Manages end user, internal, escalated, and communications during critical service incidents and problems; invokes problem escalation procedures to coordinate recovery
• Identifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problems
• Drive team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department
• Experience supporting corporate executives and their assistants
• Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets.
• Lead the development of a knowledge center support (KCS)-based comprehensive, continuously improving knowledgebase for incident resolution and user self service
• Provides staff leadership, direction, supervision, training and development.
• Drive continuous improvements to internal processes and to the customer experience overall
• Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner