United States onlyAttain Partners is an innovative consulting firm dedicated to disrupting the status quo to change the world and improve the lives of those we touch. From strategy to technology and everywhere in between, our experts use their unique skills to advance the important missions of education, nonprofit, healthcare, and state and local government clients.
People are at the center of all we do, and that’s why we empower career growth, provide industry-leading benefits packages, encourage a flexible work environment, and foster a culture of inclusion to support the needs of our team. We share a collective passion for our mission and our people. Guided by our seven core values, The Attain Way, our vision is the foundation of our culture—to be and attain the best.
Job Description
Attain Partners seeks a short-term, experienced Finance Service Center Manager to stabilize and optimize its Finance Service Center operations at a key client (USNH). This individual will provide operational leadership and hands-on support to address key service delivery challenges, reduce the current ticket backlog, improve responsiveness and communication, and lay the foundation for a long-term sustainable support model.
Job Responsibilities
- Oversee Intake, Triage, and Resolution Processes
- Take ownership of day-to-day Finance Service Center operations and ensure timely, consistent triage and assignment of service requests.
- Establish clear escalation pathways and assign resolution responsibility based on topic, complexity, and team availability.
- Monitor overall service center performance, proactively identifying and resolving bottlenecks.
- Develop operational protocols that ensure accountability, responsiveness, and continuous improvement.
- Clarify and Formalize Tier 1 and Tier 2 Support
- Define Tier 1 and Tier 2 responsibilities across finance support teams with aligned role descriptions and expectations.
- Coordinate with team leads to assign roles and provide targeted coaching for Tier 1/Tier 2 staff.
- Establish Tier 0 content strategy for self-service support in coordination with training and knowledge management resources.
- Build and document sustainable support workflows that reduce dependency on ad hoc knowledge holders.
- Standardize Ticket Management Practices
- Promote consistent use of the TeamDynamix ticketing system and dashboards across all finance groups.
- Implement a “ticket hygiene” protocol to ensure tickets are updated, categorized, and resolved appropriately.
- Create response templates and knowledge base materials to streamline communication and reduce resolution time.
- Reinforce discipline and efficiency in how support teams interact with the ticketing platform.
- Enhance Training and Communication
- Collaborate with team leads to continue targeted retraining sessions for finance staff on ticket management and system usage.
- Develop and deliver executive training sessions focused on interpreting dashboard data, performance metrics, and escalation practices.
- Foster an informed and empowered finance support culture that values transparency, accountability, and proactive service.
- Support change management efforts and promote staff engagement with evolving support processes.
- Measure and Monitor Performance
- Establish clear metrics to track performance using existing dashboard analytics in TeamDynamix.
- Monitor ticket volumes, resolution timelines, backlog reduction, and ticket aging to assess improvement.
- Highlight areas of strong performance to celebrate team wins while focusing interventions on underperforming areas.
- Provide weekly status reports to leadership with recommended actions for continuous improvement.
Qualifications
- Minimum 7–10 years of experience in shared services, service center management, or finance operations, preferably in higher education.
- Proven success leading service delivery improvements and backlog reduction in complex organizations.
- Deep familiarity with ticketing systems (preferably TeamDynamix), service tiering models, and performance metrics.
- Demonstrated ability to manage cross-functional teams, drive accountability, and improve customer experience.
- Strong written and verbal communication skills; experience delivering training or executive briefings preferred.
- Experience with Workday Financials or ERP systems in a higher education environment is highly desirable.
Additional Information
Attain Partners values your mental, emotional, and physical health and wellbeing. Our comprehensive benefits package starts on your first day of employment and includes benefits such as:
- Competitive health, dental, and vision coverage, HSA and FSA accounts, life and disability insurance, fertility and family planning benefits, and employee assistance and discount programs
- 11 paid federal holidays and flexible unlimited time off (UTO)
- Generous 401(k) matching with immediate vesting
- Flexible career paths – our career tracks provide advancement, mobility, and flexibility as you continue to grow with us
- A healthy environment where we value unique experiences, and care about everything that makes you, you.
Attain Partners is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Applicants have rights under Federal Employment Laws. For more Information visit EEO, EEO Poster Supplement, Family and Medical Leave Act (FMLA), and Employee Polygraph Protection Act (EPPA).
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
