IT Support Leader

Requisition ID:  83315 

Florida Power & Light Company is America’s largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry?  Join our world-class team today! 

 

Position Specific Description

We are seeking a highly skilled and experienced IT Support Leader to join our dynamic team. This role involves overseeing technical support operations, driving service and process improvements, and ensuring high levels of user satisfaction and operational efficiency.

 

Required Qualifications, Capabilities, and Skills

• Over 5 years of experience in troubleshooting, resolving, and maintaining information technology services within a large enterprise.
• Strong technical acumen with the ability to communicate complex technical challenges in simple terms.
• Proficiency in identifying opportunities for continuous service and process improvement initiatives aimed at enhancing the end-user experience.
• Experience in establishing, measuring, and reporting key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs).
• Expertise in Change Management, Incident Management, Problem Management, and Configuration Management Database (CMDB) workflows within ServiceNow.
• Ability to clearly articulate the practical relationship between Change, Incident, and Problem Management as well as Request Management, and recommend workflows and engagements across these processes.
• ITIL Certification.
   

Technical Proficiency

• Experience in managing applications or infrastructure in large-scale technology environments, both on-premises and in public cloud.
• Expertise in product and infrastructure support, with a solid understanding of core infrastructure technologies (i.e., Network, Storage, Compute).
• Experience with patching, release management, and the software development life cycle.

Job Overview

This position establishes strategy, develops business plans, and oversees and leads in the design, development and implementation of technology solutions to meet business needs. Leaders in this role provide leadership and oversight to manage performance and results in one or more Information Technology (IT) disciplines. Individuals will be accountable for the reliability, performance, security, and continuity of IT systems and supported business processes.

Job Duties & Responsibilities

• Provides leadership, influence, vision, and direction to the organization to contribute to achieving the company's goals
• Works with IT leaders to develop overall IT strategy in alignment with business strategy
• Oversees value stream by focusing on cost and risks of technology portfolio to meet business needs
• Supports and fosters innovative technologies to deliver new ideas that enable business transformation
• Ensures high levels of ongoing system and application performance in production environments
• Oversees development of processes and tools to automate code releases from development to operations (DevOps)
• Attracts, develops and retains a high-performing and diverse team
• Establishes and drives technology roadmaps that align with current and future business needs
• Manages third party technical and outsourcing relationships to deliver project and operational support objectives
• Ensures technology processes are conducted in line with applicable standards and company policies
• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience: 7+ years

Preferred Qualifications

• Bachelor's Degree
• Supervisor/Management Experience: 2+ years

 

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

 

Employee Group:  Exempt