Systems Manager, ETS Service Desk and Operations

Overview

Responsibilities

• Take the lead in transforming Service Desk operations, delivering fast, expert support that empowers employees and makes a real impact on their daily work.
• Drive Incident Management, skillfully resolving challenges and escalating complex issues, ensuring our business runs smoothly and efficiently.
• Supervise the Network Operations Center (NOC), playing a pivotal role in keeping our systems reliable and our people connected.
• Champion end user asset lifecycle and inventory management, optimizing technology investments and ensuring everyone has the tools they need to succeed.
• Manage and oversee both internal staff and managed service provider partners to deliver exceptional services across the organization.
• Oversee our innovative IT Lab, spearheading the creation and deployment of workstation images and apps that shape our digital workspace.
• Lead and inspire our Managed Service Provider (MSP) partners, setting high standards and driving performance to exceed service level agreements.
• Develop smart operational metrics, uncover opportunities for improvement, and lead initiatives that advance the entire organizations technical capabilities.
• Validate vendor performance and process payments in partnership with the Vendor Management Office.
• Identify opportunities for continuous improvement, refine service agreements, and recommend new standards to elevate end user services.
• Manage projects, including planning resources, scope, budget, schedule, and deliverables.
• Stay informed on industry trends and best practices and develop strategies to advance end user services operations.
• Communicate and influence IT strategy, representing Service Desk and Operations at senior executive meetings.

Qualifications

• Bachelor's Degree and a minimum of 8 years' work experience to include at least four (4) years' experience in IT Operations in any industry. or
• Master's Degree and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry.

• Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred. and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry. Training and/or certification in one or more domains desired, e.g., IT operations, project management, business/process architecture or redesign.

• 2+ years experience in vendor management or infrastructure operations, required.
• Three (3) years supervisory/managerial experience, required.
• Excellent oral and written communication. Must be comfortable and skilled at managing customer expectations, required.
• Must be flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies, required.
• Ability to communicate processes and give persuasive presentations. Must be able to interact with all levels of management and communicate technical concepts to a non-technical audience, required.
• Ability to handle multiple assignments with changing priorities while meeting deadlines, required.
• Ability to establish medium/long-term plans and priorities and estimate investment requirements, preferred.
• Thorough understanding of ITIL processes and vendor management, preferred.
• Experience with implementing or integrating commercially available infrastructure components, preferred.
• Strong understanding of cyber security principles, preferred.
• Previous experience in service desk, incident management and network center operations, proficient with windows and mobile devices, preferred.
• Hand-on expertise with ticket management systems and monitoring tools such as ServiceNow, SCCM, Intune, etc., preferred.

• Ability to analyze and interpret financial data
• Excellent interpretation of complex statistical data
• Demonstrated customer service skills
• Excellent collaboration and team building skills
• Instills commitment to organizational goals
• Ability to inspire and develop staff
• Possesses flexibility to work in a fast paced, dynamic environment
• Project Demonstrated project management skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
• Ability to drive multiple projects to successful completion
• Ability to represent the company with external constituents

• Driver's License Required
• Project Management Professional (PMP) Training and/or certification in Project Management is a plus. Preferred

• Sit or stand to answer a phone for the duration of the workday
• Ability to read small print and symbols

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.