Manager, Service Desk at Electric Power Research Institute in Bessemer City, NC
Job Title:
Manager, Service Desk Location:
Charlotte, NC Job Summary and Description:
The primary role is to develop, lead, coach, train and motivate EPRI's Service Desk Professionals to deliver excellent customer service to our approximately 1,100 users. This position requires frequent interactions with internal customers, direct reports, peers, vendors and management. Strong Financial management and Project management skills are also required The Service Desk Manager leads a team of 7 - 10 Service Desk Professionals across 4 different locations (Palo Alto, CA, Charlotte, NC, Dallas, TX, and Knoxville, TN). This role will interact closely with internal customers across the institute understanding their goals and needs to better align Service Desk offerings to our customer needs. The Service Desk Manager ensures consistent customer service, develops systems for customer satisfaction measurements, performs customer satisfaction analysis, develops reports, manages and responds to escalated customer service issues, and ultimately implements and monitors customer feedback. The Service Desk Manager implements and maintains Service Desk team process, leads efforts to improve customer satisfaction, and serves as the process owner responsible for the following areas:
continuous improvement actions for IT teams, incident/ticket management, request fulfillment/service request process, all IT notifications around outages, informational notices, scheduled maintenance, and any preventative maintenance. Working closely with business leaders on key business and IT projects that directly affect productivity, the Service Desk Manager will be tasked to manage multiple, simultaneous business critical projects and project plans. The Service Desk Manager plans, maintains, and oversees annual budgets; makes recommendations and forecasts for future budgetary needs for staffing, equipment, materials, and supplies; manages workflow and the prioritization of projects; and measures individual performance of Service Desk Professionals. Key
Responsibilities:
Manages the process of incoming tickets/incidents to the Service Desk via ticketing system, telephone, and e-mail requests to ensure polite, timely and effective resolution of internal customer issues Defines and prioritizes the Service Desk service catalog Tracks and analyzes trends in Service Desk & IT incident and service requests generating statistical reports Oversees the Change Advisory Board Ensures that IT changes are communicated properly to internal and external stakeholders Establishes performance metrics and programs to continuously improve the quality of customer service Develops user guides and training materials to increase user computer literacy and self-sufficiency Manages escalated ticket/incident resolution by providing in-person, hands-on support to customers when necessary Monitors incident trends and anticipates potential problems for proactive resolution Develops Service Level Agreements (SLAs) to establish clear problem resolution expectations and timeframes Develops a highly sufficient user-support model for the business applying the right resources and skills to solve the right problems, and to deliver high-quality and responsive customer services Creates and maintains effective training programs for the Service Desk team to gain technical knowledge and enhance career advancement Manages a first and second tier IT Help Desk/Service Desk environment and has strong Service Desk knowledge focused on process framework utilizing IT Service Management tools such as ITIL or similarly recognized industry frameworks Maintains current knowledge of industry trends and potential impact on the business Follows EPRI's Information Security policies, ensuring that the processing and handling of all EPRI critical information is done in a secure manner and environment Provides project management oversight for company-wide rollouts and refreshes within Service Desk initiatives Works collaboratively with IT Management for problem resolution, cyber remediation and project deliverables Education and
Experience:
10
years' experience in the IT industry including extensive experience in Service Desk roles, with 2-5 years of management/team lead experience Enterprise level SCCM knowledge within a similar sized organization or larger Prior experience in the management of and the creation of key metrics enabling forward thinking and predictive management (Management Through Metrics) In-depth computer proficiency of basic business applications Preferred
Qualifications:
Bachelor's degree preferred ITIL certification preferred Proven process and process improvement orientation Previous IT Services chargeback modeling experience Skills and Attributes:
Proven Project Management skills Proven customer service and training skills while supporting a technical service offering COVID-19 continues to significantly impact our employees, families, and communities. With employee health and safety as our top priority, and as a federal contractor, Electric Power Research Institute is taking action to address the increased risk and uncertainty COVID variants pose in the workplace. As mandated by Executive Order 14042:
Ensuring Adequate COVID Safety Protocols for Federal Contractors, effective December 8, 2021, all newly hired employees, in the United States, must be fully vaccinated before their start date, unless they are legally entitled to an accommodation. EPRI participates in E-Verify, an online system operated jointly by the Department of Homeland Security and the Social Security Administration (SSA). EPRI uses the system to check the work status of new hires by comparing information from the employee's I-9 form against SSA and Department of Homeland Security databases. Note:
To ensure compliance with U.S. export controls, please indicate your U.S. citizenship or (for foreign citizens) your U.S. visa/immigration status in your resume or cover letter. EPRI is an equal opportunity employer. EEO/AA/M/F/VETS/Disabled Together . . . Shaping the Future of Energy. www.epri.com
Salary Range:
$250K -- $500K+
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Manager, Service Desk Location:
Charlotte, NC Job Summary and Description:
The primary role is to develop, lead, coach, train and motivate EPRI's Service Desk Professionals to deliver excellent customer service to our approximately 1,100 users. This position requires frequent interactions with internal customers, direct reports, peers, vendors and management. Strong Financial management and Project management skills are also required The Service Desk Manager leads a team of 7 - 10 Service Desk Professionals across 4 different locations (Palo Alto, CA, Charlotte, NC, Dallas, TX, and Knoxville, TN). This role will interact closely with internal customers across the institute understanding their goals and needs to better align Service Desk offerings to our customer needs. The Service Desk Manager ensures consistent customer service, develops systems for customer satisfaction measurements, performs customer satisfaction analysis, develops reports, manages and responds to escalated customer service issues, and ultimately implements and monitors customer feedback. The Service Desk Manager implements and maintains Service Desk team process, leads efforts to improve customer satisfaction, and serves as the process owner responsible for the following areas:
continuous improvement actions for IT teams, incident/ticket management, request fulfillment/service request process, all IT notifications around outages, informational notices, scheduled maintenance, and any preventative maintenance. Working closely with business leaders on key business and IT projects that directly affect productivity, the Service Desk Manager will be tasked to manage multiple, simultaneous business critical projects and project plans. The Service Desk Manager plans, maintains, and oversees annual budgets; makes recommendations and forecasts for future budgetary needs for staffing, equipment, materials, and supplies; manages workflow and the prioritization of projects; and measures individual performance of Service Desk Professionals. Key
Responsibilities:
Manages the process of incoming tickets/incidents to the Service Desk via ticketing system, telephone, and e-mail requests to ensure polite, timely and effective resolution of internal customer issues Defines and prioritizes the Service Desk service catalog Tracks and analyzes trends in Service Desk & IT incident and service requests generating statistical reports Oversees the Change Advisory Board Ensures that IT changes are communicated properly to internal and external stakeholders Establishes performance metrics and programs to continuously improve the quality of customer service Develops user guides and training materials to increase user computer literacy and self-sufficiency Manages escalated ticket/incident resolution by providing in-person, hands-on support to customers when necessary Monitors incident trends and anticipates potential problems for proactive resolution Develops Service Level Agreements (SLAs) to establish clear problem resolution expectations and timeframes Develops a highly sufficient user-support model for the business applying the right resources and skills to solve the right problems, and to deliver high-quality and responsive customer services Creates and maintains effective training programs for the Service Desk team to gain technical knowledge and enhance career advancement Manages a first and second tier IT Help Desk/Service Desk environment and has strong Service Desk knowledge focused on process framework utilizing IT Service Management tools such as ITIL or similarly recognized industry frameworks Maintains current knowledge of industry trends and potential impact on the business Follows EPRI's Information Security policies, ensuring that the processing and handling of all EPRI critical information is done in a secure manner and environment Provides project management oversight for company-wide rollouts and refreshes within Service Desk initiatives Works collaboratively with IT Management for problem resolution, cyber remediation and project deliverables Education and
Experience:
10
years' experience in the IT industry including extensive experience in Service Desk roles, with 2-5 years of management/team lead experience Enterprise level SCCM knowledge within a similar sized organization or larger Prior experience in the management of and the creation of key metrics enabling forward thinking and predictive management (Management Through Metrics) In-depth computer proficiency of basic business applications Preferred
Qualifications:
Bachelor's degree preferred ITIL certification preferred Proven process and process improvement orientation Previous IT Services chargeback modeling experience Skills and Attributes:
Proven Project Management skills Proven customer service and training skills while supporting a technical service offering COVID-19 continues to significantly impact our employees, families, and communities. With employee health and safety as our top priority, and as a federal contractor, Electric Power Research Institute is taking action to address the increased risk and uncertainty COVID variants pose in the workplace. As mandated by Executive Order 14042:
Ensuring Adequate COVID Safety Protocols for Federal Contractors, effective December 8, 2021, all newly hired employees, in the United States, must be fully vaccinated before their start date, unless they are legally entitled to an accommodation. EPRI participates in E-Verify, an online system operated jointly by the Department of Homeland Security and the Social Security Administration (SSA). EPRI uses the system to check the work status of new hires by comparing information from the employee's I-9 form against SSA and Department of Homeland Security databases. Note:
To ensure compliance with U.S. export controls, please indicate your U.S. citizenship or (for foreign citizens) your U.S. visa/immigration status in your resume or cover letter. EPRI is an equal opportunity employer. EEO/AA/M/F/VETS/Disabled Together . . . Shaping the Future of Energy. www.epri.com
Salary Range:
$250K -- $500K+
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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