Description: Our TEKsystems Global Services Team is hiring an Engagement Manager II to support the growth of our business in Chicago, IL. The selected individual will be a dedicated Desktop Manager to lead our managed services operations primarily from our client's premises in Chicago, IL. The role demands a comprehensive understanding of contractual commitments, mastery in reporting to those metrics, and the expertise to craft and deliver insightful presentations to the client. Outstanding communication skills are essential, given the on-site nature of the role. Primary Location: Customer's Premise, Chicago, IL (100% onsite) Primary Responsibilities: Leadership, Stakeholder Engagement & Team Development: ServiceNow Expertise: Demonstrate in-depth proficiency with ServiceNow, leveraging its capabilities for ticketing, task management, knowledge, and reporting. The ability to extract, analyze, and present insights from ServiceNow data is crucial. Contractual Adherence & Reporting: Ensure services perfectly align with contractual obligations. Expertly construct and present data-driven reports, emphasizing transparency. Craft these metrics to narrate an impactful story, drawing attention and fostering awareness for internal teams. When interfacing with the customer, highlight factors that directly affect end-user satisfaction. Provide a story-driven overview that pinpoints areas of excellence and those needing improvement, underscoring financial implications tied to the data. Recruitment & Team Building: Lead the hiring process for the Desktop teams. Seek candidates aligning with our values and objectives, assessing technical and interpersonal aptitudes. Discipline & Personnel Management: Serve as the primary executor of our established progressive discipline system, fostering the growth of team members. This includes initiative-taking identification and management of performance issues, coupled with guidance, support, and corrective measures. Stakeholder Relations: Forge robust relationships with clients, addressing their evolving needs and regularly seeking feedback for continuous improvement. Team Guidance: Inspire and nurture the on-site team, conducting performance assessments and setting growth-oriented objectives. On-Site Commitment: Maintain a regular presence at the customer's premises in Arlington, VA, exemplifying leadership and ensuring top-tier service delivery. Understanding TEKsystems Offerings: Possess a deep understanding of TEKsystems' additional service offerings. This knowledge is pivotal for the role's core responsibilities and for providing consultative advice to the client. When the customer explores options to outsource, build, innovate, or expand their environment, the manager's expertise in our offerings can guide decisions and foster further engagement. Internal Collaboration & TEKsystems Familiarity: Cultivate and nurture relationships within TEKsystems, spanning various departments and teams. A thorough comprehension of our internal processes, functions, and corporate culture is vital. This internal cohesion promotes seamless service delivery and underpins the manager's role as the linchpin between the client and our organization, ensuring consistent, high-quality outcomes. Desktop Services Management: Manage a cohesive team of 30 Desktop Technicians, all overseen by multiple Desktop Team Leads, spanning various locations within the Chicago area. Oversee the staffing and operations of walk-up assistance and tickets escalated through the process across these locations, ensuring end users receive immediate and proficient assistance. Ensure consistent support coverage during operational hours. Address special requests and support needs that may arise outside of these standard hours, coordinating with the team to ensure end-user requirements are met across all locations. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, commissions, profit sharing, etc. Please click on the following link to learn more about our full-time internal employment benefits: https://www.teksystems.com/en/careers/benefits. The expected posting close date is September 26, 2024. Skills: Client Facing, Communication And Leadership Skills, Project Management, People Management, Profit And Loss Analysis, Application Delivery, Agile, Agile Software Development Methodology Top Skills Details: Client Facing, Communication And Leadership Skills, Project Management, People Management, Profit And Loss Analysis, Application Delivery, Agile, Software Development Methodology Additional Skills & Qualifications: Engagement Managers are Client Focused: We are customer centric. We deeply understand our client’s needs and provide them with the best solutions and services Leadership: We lead with a positive change mindset, advocating and fostering a growth mindset Collaboration: We own our culture. We are part of a team and is our responsibility to help everyone be successful Strive for Excellence: We deliver excellent service and take risks in order to grow. Operational hygiene is key to delivery of excellence Personal Growth: We intentionally step out of our comfort zone and embrace change and challenges Leadership: Drive retention and growth of customers by understanding business and market requirements Identify, mentor and manage the skills needed on the team to drive customer success. Development and execution of local and company wide strategic initiatives Management: Project management experience using traditional and agile methodologies Strategic thinking, risk management and creative problem solving Financial and contractual knowledge for engagement profitability. Experience Level: Expert Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.