IT Customer Operations Lead – 981

  • Full Time
  • Anywhere

Rsm Us Llp

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.


The IT Customer Ops Lead is responsible for various responsibilities within the IT Customer Operations teams. They are responsible for daily team operations and serve as escalation point. These responsibilities may include the daily management of the depot, onboarding and offboarding program throughout the technical phases and disciplines for the organization.


1. The primary function of the IT Customer Ops Lead is to provide oversight of daily operations within their designated


  • Work closely with the IT Customer Ops Manager to ensure completion of various tasks for the US and international teams with minimal supervision.
  • Provide feedback and recommendations to IT leadership on daily operations to continually improve performance and efficiencies.
  • Identify potential issues and communicate recommendations to both the users and internal teams
  • Manage internal processes and procedures and audit those processes to make sure they are being performed to documented standards.
  • Consult with all internal and external parties to create the best possible business solutions and optimize business processes to maximize productivity and improve the end user experience.
  • Work closely with various other teams (HR, IT Onboarding & Offboarding, Field IT, and others) to ensure all inquiries are addressed in a timely fashion.
  • Take initiative and ownership of work tasks and follow through with minimal direction. Provide weekly updates on status and work completed by their team.
  • Provide input to initiatives and creative ideas to improve IT operations and IT value to customers.
  • Provide staff supervision and act as a point of escalation.

2. Various lead tasks related to keeping team on track and efficient:

  • Plan and execute the onboarding and PC refresh process end to end.
  • Weekly monitoring of hardware inventory to ensure proper stock levels are always available.
  • Utilize the appropriate tools, and databases (e.g., SharePoint, surveys, etc..) to ensure effective information flow between HR, TA, and IT internal onboarding, offboarding and depot teams.
  • Ensure asset management system is updated accordingly through various asset life cycle phases.
  • Mentor & train team to help them attain their set goals (e.g., lack of knowledge, expertise, or efficiency).
  • Monitor ServiceNow queue(s) to ensure tickets are being addressed in a timely fashion within SLA guidelines. Manage departmental reporting and metrics.
  • Log activities for organizational development, quality tracking, and performance metrics.
  • Lead discussions on team calls, focus groups, and/or other meetings

3. Provide Pre-boarding, Onboarding and offboarding customer support coordination.

  • Plan and execute the IT onboarding and offboarding processes end to end.
  • Manage IT procurement activities throughout the new hire pre-boarding and service desk request process.

4. Manage related cross-department projects and user experience improvement activities

  • Facilitate definition of project scope and manage objectives and deliverables that support business goals
  • Execute project plans. Revise as appropriate to meet changing needs and requirements
  • Identify activities either in- or out- of scope per the initial project charter
  • Develop and maintain project dashboards and create knowledge articles based on trends and support solutions
  • Assist with large scale remediations identified by other IT teams.
  • Assist with process improvement initiatives.
  • Send appropriate communications to all levels including sponsors and Senior Leadership
  • Be a liaison between other RSM LOBs and IT Teams.

5. Other duties as assigned.



  • 4-year college degree in a related field
  • or equivalent experience


  • Working knowledge of hardware and applications
  • Experience with Microsoft Windows OS, MAC OS, MS, Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow Service Desk software, VoIP phone systems, CCH ProSystem FX, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.


  • Excellent verbal and written communications
  • Demonstrates a working knowledge of the technology tools required within assigned responsibilities
  • Effective organization and time management skills
  • Ability to manage multiple tasks and strong attention to detail
  • Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
  • Ability to work in a highly collaborative environment and consult effectively with employees at all levels.


  • 3-5 years’ relevant experience in customer service or IT support
  • management
  • 1-3 years’ relevant experience managing projects
  • Excellent leadership and mentorship skills


  • Advanced Microsoft Office skills
  • Proven track record of successfully onboarding customers
  • Experience working with project life cycle and project management methodologies
  • This position is immersed in highly complex customer interactions every day, so strong customer service and organizational skills are very important. High degree of professionalism
  • Good understanding of business processes across most areas of business
  • CompTIA A+ or equivalent HDI certification preferred.
  • ITIL Foundation v4 certification preferred

At RSM, we offer a competitive benefits and compensation 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).  However, those candidates who may be recent U.S. college / university graduates possessing 1-2 years of progressive and relevant work experience, excluding internships, in the U.S. or his/her home country would be eligible for hire as an experienced candidate and thus eligible for sponsorship. 

Compensation Range: $66,200 – $118,500


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