Mgr, IT- Customer Experience

Posting End Date:  

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

SUMMARY/PURPOSE:

The Manager of IT Customer Experience, part of the of Workplace Services organization, provides leadership and direction to oversee and manage service desk, field services, executive support, network operations center (NOC) and major incident management (MIM) functions. The Manager’s role is to administer these services through internal and external resources to ensure IT’s end-user customers are receiving the appropriate assistance to accomplish their business objectives.  The Manager will provide oversight and direction to an internal staff of supervisors and individual contributors as well as external service providers.  This individual will direct and oversee the development, and implementation of policies and procedures to ensure consistent service levels and quick resolutions. Will lead a team including 3 supervisors and staff of more than 35 full time employees. Oversight of outsource providers with a scalable staff of no less than 50 resources.

 

Job Duties/Responsibilities:

• Develop strategic plans and roadmaps for the Service Desk to ensure the teams are prepared to meet the business’ long term needs
• Manage capital and O&M budgets and support agreements with a focus on cost savings and on-time delivery of outcomes while meeting or exceeding expected levels of support and capabilities
• Manage the supporting vendor(s) for service desk, NOC, MIM to ensure they are meeting stated SLAs, KPIs, while maintaining compliance with Entergy corporate polices, regulatory requirements, and security standards
• Manage the field services, tech bars, and executive support teams to ensure safe, reliable delivery of best-in-class IT support and consultancy to Entergy's end-users, including VVIP employees and board of directors.
• Develop and implement strategy for the tools that enable end-user support, including the it knowledge base, chat bot, lockers, vending machines, knowledge base and other tools.
• Serve as the subject matter expert for Incident and Service Request management processes. Maintain policies and procedures to support these processes.
• Participate in yearly refresh programs, projects, and other CI efforts to ensure on-time, on-budget delivery, with good results.
• Build strong relationships and coordinate with Business Unit leaders throughout the organization to ensure the teams are delivering high quality customer service.
• Perform other management duties as assigned by the organization to support IT and Entergy.

 

MINIMUM REQUIREMENTS:

Minimum education required of the position

Bachelor’s Degree strongly preferred (Computer Science or related filed) or equivalent work experience.

 

Minimum experience required of the position

7+ years of experience managing IT support resources

 

Minimum knowledge, skills and abilities required of the position

• Strong working knowledge of infrastructure and software development lifecycle and methodologies, demonstrated ability to lead diverse teams, experience in service delivery in highly outsourced environments, and in-depth knowledge of multiple technologies aligned with IT standards.
• Knowledge of all areas of the end user platforms listed above.
• Knowledge of current IT Workplace computing trends
• Ability to quickly adapt to changing events and priorities and realign resources as needed
• Ability to translate complex technical information into terms and products useful to executive management/C-suite
• Excellent social, verbal, and written communication skills, with demonstrated ability to effectively present analytical data to a variety of technical and non-technical audiences
• Available to travel
• Comfortable working in high stress and ambiguous environments
• Capable of meeting deadlines and budgets 

 

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Primary Location: Louisiana-New Orleans Louisiana : New Orleans 
Job Function: Information Technology
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 113690
Travel Percentage:Up to 25%

 

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, dis