Customer Experience Senior Manager

Job Description

As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advisory firms, we foster teams in Advisory, Assurance, and Tax services that value innovation and collaboration in everything they do!

YOUR TEAM.

We currently have an exciting career opportunity in our Information Technology team for a Senior Manager – Customer Experience/Service Desk based out of our Chicago office in a remote capacity.

CohnReznick is a hybrid firm and most of our professionals are located within a commutable distance to one of our offices. This position is considered remote which means it does not require job duties be performed within proximity of a CohnReznick office location. However, as a remote employee, you may be required to be present at a CohnReznick office with scheduled notice for client work, team meetings, or trainings.

This person will have teams both in the USA and internationally. They will be expected to lead these teams using agile disciplines, modern development practices, and deliver incrementally. The ideal candidate will bring a blend of development expertise, IT industry knowledge, and a proactive, entrepreneurial mindset to drive efficiencies and support the firm’s growth.

We are seeking a highly skilled and experienced Senior Manager - Customer Experience/Service Desk to lead and continuously improve our IT customer support operations. This pivotal role will oversee the global IT Help Desk, the ServiceNow platform, and Change Control processes, shaping service delivery strategies and driving innovations that enhance user satisfaction and operational efficiency. Acting as a voice of the customer within the IT team, you will ensure that all interactions, resolutions, and changes align with our quality standards, compliance requirements, and best practices. You will collaborate closely with senior IT leadership, business stakeholders, and service delivery teams across multiple regions. You will be a key part of a team that is being asked with modernize and transform the current user support practice and will be responsible for creating a strategic vision and implementing a framework that aligns with CohnReznick’s business and technological objectives

WHY COHNREZNICK?

At CohnReznick, we’re united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it’s working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your “why” at the firm.

We believe it’s important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer.

YOUR ROLE.

Responsibilities Include But Are Not Limited To

Customer Experience Strategy & Leadership:

• Develop and implement a comprehensive customer experience strategy that aligns with the firm’s global IT and business objectives.
• Champion a culture of service excellence, empathy, and proactive communication within the IT organization.
• Regularly review customer feedback, conduct satisfaction surveys, and analyze trends to identify improvement areas and measure success.
  
  

Help Desk Management & Performance Optimization

• Oversee a distributed Help Desk team, setting performance targets and ensuring they meet or exceed established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Implement best practices and frameworks (e.g., ITIL) to standardize incident management, improve ticket resolution times, and optimize knowledge base utilization.
• Provide mentorship, guidance, and professional development opportunities to help desk staff, fostering a high-performing and customer-focused environment.
  
  

ServiceNow (SNOW) Platform Oversight

• Provide guidance for the implementation and operation of the SNOW platform.
• Help redesign workflow processes, create more dashboards, present more self-service options to users, and utilize more product features to improve the overall user experience.
• Create a better process for the curation of knowledge base articles.
• Use SNOW as a the platform of record for an enterprise-spanning configuration management database (CMDB).
  
  

Change Control & Governance

• Lead the IT Change Control Board and ensure all proposed changes to systems, applications, or infrastructure are reviewed, approved, documented, and communicated effectively.
• Develop and maintain change management policies and procedures, ensuring alignment with industry standards and regulatory requirements relevant to a global accounting environment (e.g., SOX, GDPR).
• Collaborate with cross-functional teams (infrastructure, security, applications, compliance) to assess risk, minimize service disruptions, and ensure that changes deliver measurable business value.
  
  

Continuous Improvement & Innovation

• Identify opportunities to leverage automation, self-service tools, and emerging technologies (e.g., AI-driven virtual assistants) to enhance the quality and speed of service delivery.
• Use data-driven insights to refine support processes, streamline workflows, and proactively address common issues before they impact users.
• Stay informed on industry trends, standards, and best practices, applying that knowledge to enhance the firm’s IT customer experience.
  
  

Stakeholder Engagement & Communication

• Serve as the primary point of contact for escalations, complex issues, and major incidents, ensuring clear, timely communication with stakeholders at all levels.
• Engage with business leaders to understand evolving IT needs and priorities, ensuring the help desk and change management frameworks support strategic initiatives.
• Present regular reports and updates to senior IT leadership, providing visibility into performance, user satisfaction, and upcoming improvements.
  
  

Your Experience.

The successful candidate will have:

Education & Certifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field. A Master’s degree is a plus.
• Relevant industry certifications (e.g., ITIL Foundation/Intermediate, PMP, COBIT) are highly desirable.
  
  

Professional Experience

• Minimum of 7–10 years of IT service management experience, preferably within a large, global professional services environment.
• Proven track record in leading customer-facing IT support teams, with direct responsibility for service desk operations and/or change control processes.
• Solid experience managing ITIL-based service management frameworks, incident management, and continuous improvement initiatives.
  
  

Technical Skills & Knowledge

• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) and the ability to interpret and act on performance analytics.
• Understanding of infrastructure, network, and application environments, as well as common hardware and software used in a professional services setting.
• Awareness of compliance and regulatory frameworks in a financial or accounting context (e.g., SOX, GDPR).
  
  

Soft Skills & Attributes

• Exceptional leadership, communication, and interpersonal skills, with a demonstrated ability to manage globally distributed teams.
• A customer-centric mindset, balancing user satisfaction with operational efficiency and compliance requirements.
• Strong analytical, problem-solving, and decision-making abilities, with a results-driven approach.
• Proven ability to work collaboratively with cross-functional teams and senior management, influencing stakeholders to achieve alignment and positive outcomes.
• A focus on developing talent and fostering a culture of innovation.
  
  

Interpersonal Skills

• Excellent communication, negotiation, and collaboration skills, with the ability to influence stakeholders across all levels.
  
  

Analytical Skills

• Strong problem-solving skills, with the ability to analyze complex business requirements and translate them into technical solutions.
  
  

Preferred Qualifications

• Experience within a professional services, financial services, or a technology-driven environment is highly desirable.
• Knowledge of IT service management and ITIL frameworks.
  
  

Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at CRaccommodation@CohnReznick.com Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

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