Mgr-Support Svcs II
Date: Oct 23, 2026
Location:
Phoenix, AZ, US, 85027
Company: Centuri Group, Inc. (S4)
Description:
Who We Are
Connecting People to Possibility
As a publicly traded company (NYSE: CTRI) with $3 billion in revenue, Centuri leads the way in utility and energy infrastructure across North America. What sets us apart is our local agility, resources to scale, and comprehensive solutions for a dynamic energy market.
Whether in the field or providing essential behind the scenes support, Centuri offers professional growth opportunities where you can thrive and make a difference. Join a culture where safety, sustainability, and teamwork come first, with training and benefits that truly care for your well-being.
The Support Services Manager is responsible for leading and optimizing service desk operations to ensure exceptional end-user support and high service availability. This role combines leadership, technical expertise, and operational management while focusing on best practices and continuous improvement. This role is based in Phoenix, AZ and follows a hybrid work schedule.
What You'll Do
- Lead and develop service desk team, establish and build on KPIs, and foster a customer-centric culture.
- Oversee daily support operations, manage escalations, and ensure SLA adherence.
- Prepare action plans, implement productivity, quality, and customer service standards, resolve problems and complete audits.
- Implement ITIL-based processes and drive continuous improvement initiatives.
- Identify customer service trends via surveys and industry data.
- Structure call routing and processing parameters for maximization of staff and service levels.
- Customer Experience: Act as liaison between IT and business stakeholders.
- Manage tools and vendor relationships.
- Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems.
- Other duties as requested by leadership.
What You'll Have
Experience
- 8+ years of IT support experience
- 5+ years of leadership responsibility
- Strong ITSM/ITIL knowledge
- Proven experience managing high-volume service desk operations
- Experience managing service levels (SLAs/KPIs) and reporting on performance metrics
- Demonstrated experience with ticketing systems (ServiceNow, Jira, or similar)
Knowledge, Skills, and Abilities
- Expert skills of on-prem active directory systems and MS Entra.
- Strong grasp of ITIL / ITSM principles (incident, problem, change management)
- Ticketing and workflow system administration knowledge (ServiceNow, Jira, Freshservice, etc.)
- Experience administrating desktop environments and workstations, preferably in a multi-site, IT Service Management-driven environment.
- Solid verbal and written communication skills with strong analytical and problem-solving abilities.
- Excellent customer service skills.
- Ability to assist with planning and scheduling activities over a year or longer, including regular review and coordination of activities required for implementation.
- Ability to accomplish departmental, divisional, and organizational goals when information is vague, and details are absent or difficult to obtain.
- Ability to solve unique problems and develop methods, systems, policies, or services that have a significant impact on company objectives.
- Ability to maintain confidentiality.
Supervisory Responsibility
- Lead the work of others within the work unit by training, allocating, and monitoring work. Often engage in work of a comparable nature alongside the team.
- Supervise employees by establishing work goals, allocating resources, conducting performance appraisals, and recommending personnel actions.
What You'll Get
- Benefit Package including Medical, Dental and Vision Coverage
- 401K w/ Company Match
- Voluntary Life & AD&D Insurance and Short-Term and Long-Term Disability
- Vacation/Sick Time and Paid Holidays
- Potential Bonus Opportunities
- Career Development Opportunities
- Employee Discounts
- Weekly Payroll
Work Environment
- Work is performed in a typical indoor office environment
- Flexibility to work various schedules and stay late when necessary with little or no notice
- Must be able to read documents, use a computer, communicate verbally and in writing
- Mobility required within an office, warehouse and construction site environments
- Ability to occasionally lift up to 20 pounds
Legal Stuff
- Pass pre-employment, random, post-accident, and reasonable suspicion drug screens
- Provide valid US work authorization documents for E-Verify
- Satisfactory results of pre-employment background check results
Our Commitment to Opportunity
This job description is subject to change at any time. It reflects management’s assignment of essential functions, and does not exclude or restrict the tasks that may be assigned. Centuri and its subsidiary companies will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, religion, sexual orientation, gender identity, genetic information, national origin, age, veteran status, disability, or any other status protected by federal, state or local law. Centuri will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Centuri Group and our subsidiaries we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!