Job description

US IT TAX Application Support Lead Senior Manager

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Job Category:   Business Development/Sales/Marketing
Line of Service:   IFS
Location(s):   FL-Tampa|TX-Dallas
Travel Requirements:   0-20%
Level:   Senior Manager
Job ID:   106184BR
PwC/LOS Overview
PwC is a network of firms committed to delivering quality in assurance, tax and advisory services.

We help resolve complex issues for our clients and identify opportunities. Learn more about us at

At PwC, we develop leaders at all levels. The distinctive leadership framework we call the PwC Professional ( provides our people with a road map to grow their skills and build their careers. Our approach to ongoing development shapes employees into leaders, no matter the role or job title.

Are you ready to build a career in a rapidly changing world? Developing as a PwC Professional means that you will be ready
- to create and capture opportunities to advance your career and fulfill your potential. To learn more, visit us at

It takes talented people to support the US firm of the largest professional services organization in the world. Not all of us work directly with external clients. Some of our best people choose to apply their talents inside PwC.

As part of Internal Firm Services, you're serving an organization on par with many of our external clients. Our Internal Firm Services team consists of first-rate marketers, human resource professionals, computer technologists, knowledge managers, accountants, financial planners, administrators and leaders. Internal Firm Services staff are the people who make it work for the people who make it work for our clients.

Job Description
Exciting opportunities await you as a member of PwC's US IT team. Our team of technology professionals provides internal technology services and solutions that transform and achieve PwC's mission of becoming the leading technology-enabled professional services network. We enable PwC to achieve its goals by driving innovation, enhancing digital capabilities and integrating technologies to create competitive business advantages for PwC and our clients.

Within US IT, we have exciting opportunities at all experience levels within our delivery domains. Our Tax domain delivers world-class IT solutions across a diverse range of portfolios and business areas including Corporate, Partnership, State and Local Tax Services, etc. PwC has a strong commitment to using advanced technology to solve important problems and looks for people who like to think outside the box.

The Application Support team has broad knowledge of the business functions to resolve critical and strategic business technology challenges. Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. The team is responsible for adherence to Service Level Agreements (SLAs) for Level 2 and 3 application support services regardless of the delivery source.

Position/Program Requirements
Minimum Year(s) of Experience: 6

Minimum Degree Required: High School Diploma or GED

Degree Preferred: Bachelor's degree

Knowledge Preferred:

Demonstrates intimate knowledge and/or a proven record of success in the following areas:

- Maintains an understanding of the functional aspects of the application(s);

- Embeds diversity in all activities;

- Identifies training gaps and works with peer network and demand organizations to develop training initiatives;

- Takes active role in the coaching and development of staff in organization; may serve as Relationship Leader;

- Utilizes and applies knowledge of implementation and technical support specific tools and processes;

- Identifies trends and escalates issues to the appropriate contacts; and,

- Utilizes and applies skills in reporting and analysis with administrative, production and operational data.

Skills Preferred:

Demonstrates intimate-level abilities and/or a proven record of success managing efforts with identifying and addressing client needs:

- Manages Application Technical Support teams for large segments of business;

- Defines short- and long-term plans for Application Technical Support teams based on strategic priorities of business;

- Creates new thought leadership materials for Application Technical Support practices and processes;

- Maintains an understanding of the functional aspects of the application(s);

- Manages budgets for area of responsibility of Application Technical Support of applications;

- Quality checks factors for Application Technical Support metrics for portfolio of applications;

- Achieves targets for quality and operational Key Performance Indicators on Balanced Scorecards;

- Establishes appropriate and consistent standards are followed;

- Utilizes and acts on customer satisfaction feedback;

- Utilizes and applies consistent application and delivery of Application Technical Support;

-Delivers value to customers and clients as measured by feedback from key stakeholders;

-Coaches on development plans, reviews development plans and self assessments within Firm guidelines and timelines; and,

- Provides appropriate developmental guidance and disciplinary action for those staff who are not performing at the Fully Meets Expectations level.

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