IT Service Manager

ADP is hiring an
**Application Support Service Manager**.
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
- Are you a continuous learner who embraces ongoing training, development, and mentorship opportunities?
- Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

If so, this may be an opportunity for you. Read on and decide for yourself.

As an
**Application Support Service Manager**, you will provide guidance, insight, and coaching to your team.

You and your team will build relationships with clients and seamlessly implement ADP's technologies to ensure the clients achieve long-term success carrying the weight of ADP's service reputation and client satisfaction in your hands.

Every day, you'll leverage your service and project management and leadership expertise to establish the direction of daily activities, ensure efficient operations, and create an overall productive and enjoyable working environment for your team.

To thrive in this role, you must be comfortable working with metrics for measuring the quality of the service as part of a structured day. You have a way with clients, rest of ADP areas and the people you lead, building rapport, establishing trust, and shining with professionalism. Over the phone and in writing, your communication style is clear and easy to understand and take action on. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here, but friendships that last in a company that values inclusion.

**A little about ADP**:We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the

Ready to #MakeYourMark?

**WHAT YOU'LL DO**:Responsibilities

**What you can expect on a typical day**:

- **Lead daily activities. **You will provide leadership, guidance, and direction to team members. You will ensure work is prioritized to meet overall goals and is delivered on time with attention to quality standards. In that capacity, you will oversee the use of standard process workflows, manage escalated issues, and provide direction on resolutions.
- **Train and Mentor. **You will mentor team members, identify development needs, assist team members in creating their individual development plans, and coordinate additional training as needed with Senior Manager approval. You will lead the definition and implementation of Continuous Improvement Plans in the service.
- **Evaluate Staff**. You will evaluate associate, including administering corrective actions and performance improvement plans.
- **Partner Internally. **Your understanding of the Business Unit's strategic goals allows you to function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices.
- **Capacity Plan definition. **You will plan the capacity of the service, including the support tasks, besides the planning for the implementation projects.
- **Service Follow Up. **Ensure that the incidences are treated according to their criticality and according to the SLA defined. To establish the corresponding processes for analyzing the root cause analysis of the incidents and stablish the right processes for treating service requests and requests for information.
- **Implementation projects definitions and Follow Up. **Plan the implementation projects ensuring an optimal use of resources and including accurate timelines, identify the risks and define the corresponding mitigation actions, perform regular reporting on project status.
- **Flex. **As needed, you will participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.

**TO SUCCEED IN THIS ROLE**:Required Qualifications
- IT College Degree or equivalent working experience.
- English and Spanish at conversation level.
- You have led and inspired people for at least 3 years.
- You can work overtime hours during peak seasons.

Minimum of two years of experience working in the following areas:

- IT Services Management
- IT Project Management: experience as Project Manager in systems integration or product implementation projects.
- Experience working with HR IT systems (desirable)

**BONUS POINTS FOR THESE**:Preferred Qualifications
- Functional knowledge in HR and Payroll systems.
- IT