Call Center/Service Desk Manager- onsite in Pittsburgh, PA

{
  "content_hash": "d7cb79fdea01831f3aada5a109bb2fd187f813e47d951b38aa4b8367297ea469",
  "source_hash": "cc20b42be22bf102357cdc7f78ec29ad5e5f9dda98667bd1ef47534e4ec8ff40",
  "last_changed_at": "2026-06-06T19:57:04.875Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Pittsburgh, PA, US",
    "city": "Pittsburgh",
    "region": "PA",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T19:57:04.875Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Pittsburgh, PA, US",
      "city": "Pittsburgh",
      "region": "PA",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "hybrid",
  "salary_period": "hour",
  "workplace_type": "hybrid",
  "salary_currency": null
}

{}

{
  "json_ld": {
    "url": "https://careers-accoy.icims.com/jobs/22078/call-center-service-desk-manager--onsite-in-pittsburgh%2c-pa/job",
    "@type": "JobPosting",
    "title": "Call Center/Service Desk Manager- onsite in Pittsburgh, PA",
    "@context": "http://schema.org",
    "datePosted": "2024-06-06T19:57:04.746Z",
    "description": "<h2>Overview</h2>\n<p>Location: Onsite- West of Pittsburgh, PA (will go hybrid after 90 days)</p>\n<p>Job Type: Direct Hire / Permanent</p>\n<p>Work Authorization: U.S. Citizen or Green Card.</p>\n<p> </p>\n<p>The A.C. Coy Company is currently hiring for a Call Center/Service Desk Manager. The primary role will lead and execute on the strategy and management of the call center/service desk operations.  </p>\n<h2>Responsibilities</h2>\n<ul>\n <li><p><strong>Strategic Leadership</strong></p>\n  <ul>\n   <li>Develop and implement the overall service and support strategy, ensuring alignment with the organization’s business goals.</li>\n   <li>Lead and mentor a team of service and support managers to ensure the successful delivery of services.</li>\n   <li>Drive innovation and continuous improvement in service delivery processes and technologies.</li>\n   <li>Act as the senior escalation point for critical issues, ensuring smooth operations with effective communication.</li>\n  </ul><p><strong>Service Delivery Management</strong></p>\n  <ul>\n   <li>Oversee the operational efficiency and effectiveness of service and support functions, ensuring timely, high-quality service.</li>\n   <li>Implement and manage service level agreements (SLAs) and key performance indicators (KPIs) to meet customer expectations.</li>\n   <li>Ensure that all service-related incidents are managed within agreed timescales and escalated appropriately.</li>\n   <li>Monthly and Quarterly business review for key brands to be prepared, shared in advance and presented as specified.</li>\n   <li>Ensure consistent, high-quality service delivery, eliminating repeat incidents and improving the overall customer experience.</li>\n  </ul><p><strong>Customer Satisfaction</strong></p>\n  <ul>\n   <li>Monitor customer feedback and satisfaction levels, identifying areas for improvement.</li>\n   <li>Act as a senior point of contact for escalations and critical issues, working directly with key customers to resolve concerns.</li>\n   <li>Foster strong relationships with clients, understanding their needs and ensuring service excellence.</li>\n  </ul><p><strong>Team Management</strong></p>\n  <ul>\n   <li>Recruit, train, and develop with mentoring a high-performing service and support team, promoting a culture of accountability and customer focus</li>\n   <li>Conduct regular performance reviews and provide feedback, fostering professional development within the team.</li>\n   <li>Collaborate with HR on workforce planning to ensure adequate staffing levels and competencies.</li>\n  </ul><p><strong>Process Improvement & Innovation</strong></p>\n  <ul>\n   <li>Lead initiatives to optimize service delivery, driving change initiatives, suggesting new ideas, and leveraging industry best practices.</li>\n   <li>Identify opportunities for automation and the implementation of new technologies to improve service efficiency.</li>\n   <li>Oversee the development and integration of systems and tools to enhance the support experience.</li>\n  </ul><p><strong>Financial Management</strong></p>\n  <ul>\n   <li>Manage the budget for service delivery operations, ensuring cost-efficiency without compromising service quality.</li>\n   <li>Provide regular financial reports and forecasts to senior management.</li>\n   <li>Identify cost-saving opportunities through process improvements, outsourcing, or technology investments.</li>\n  </ul><p><strong>Risk & Compliance Management</strong></p>\n  <ul>\n   <li>Ensure service operations adhere to regulatory and compliance requirements, including data security and privacy.</li>\n   <li>Develop and implement risk mitigation strategies to manage potential service disruptions.</li>\n   <li>Maintain disaster recovery plans and procedures to ensure business continuity.</li>\n  </ul><p><strong>Stakeholder Engagement</strong></p>\n  <ul>\n   <li>Collaborate with cross-functional teams, including sales, marketing, IT, and new product development, to align service offerings with customer needs.</li>\n   <li>Regularly liaise with senior stakeholders and senior management to communicate progress, challenges, and opportunities for continuous improvement. </li>\n   <li>Represent the organization at industry conferences, building relationships and keeping abreast of trends in service delivery.<strong></strong></li>\n  </ul></li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Education: </strong>Bachelor’s or Master’s degree in Business Administration, IT, or a related field.</p>\n<p> </p>\n<p><strong>Qualifications:</strong></p>\n<ul>\n <li>7-10 years of experience in service delivery, call center, or customer support roles, with at least 4-5 years of experience within a leadership role</li>\n <li>Proven experience managing large teams and multi-tiered service delivery functions</li>\n <li>Strong understanding of service management frameworks (e.g., ITIL, ISO)</li>\n <li>Excellent communication, negotiation, and leadership skills</li>\n <li>Ability to analyze complex problems and implement effective solutions</li>\n <li>Experience with budget management and financial forecasting</li>\n</ul>\n<p> </p>",
    "directApply": true,
    "jobLocation": [
      {
        "@type": "Place",
        "address": {
          "@type": "PostalAddress",
          "postalCode": "15205",
          "addressRegion": "PA",
          "streetAddress": "5490 Campbells Run Road",
          "addressCountry": "US",
          "addressLocality": "Pittsburgh",
          "postOfficeBoxNumber": "UNAVAILABLE"
        }
      }
    ],
    "validThrough": "2027-06-06T19:57:04.746Z",
    "employmentType": "FULL_TIME",
    "hiringOrganization": {
      "name": "A.C. Coy",
      "@type": "Organization",
      "sameAs": "www.accoy.com"
    },
    "occupationalCategory": "Information Technology"
  },
  "detail_meta": {
    "url": "https://careers-accoy.icims.com/jobs/22078/call-center-service-desk-manager--onsite-in-pittsburgh%2c-pa/job?in_iframe=1",
    "http_status": 200,
    "content_type": "text/html;charset=UTF-8",
    "response_bytes": 41449,
    "compact_response_bytes": 6235,
    "original_response_bytes": 41449
  },
  "sitemap_job": {
    "id": "22078",
    "url": "https://careers-accoy.icims.com/jobs/22078/call-center-service-desk-manager--onsite-in-pittsburgh%2c-pa/job",
    "slug": "call-center-service-desk-manager--onsite-in-pittsburgh%2c-pa",
    "lastmod": "2026-06-01T08:49:30-04:00"
  },
  "detail_errors": []
}