Systems Specialist - IT End User Support Service Desk

The Systems Specialist is a key member of our Enterprise Technology & Security operations team, responsible for the oversight and continuous improvement of our managed service provider (MSP) IT Service Desk. Reporting to the Systems Manager, this role ensures the effective management of an offshore support team, adherence to service level agreements (SLAs), and the delivery of exceptional customer service. The ideal candidate combines technical proficiency, strong analytical skills, and proven leadership abilities to drive operational excellence in a dynamic, customer-focused environment. Core Responsibilities

• Oversee and coordinate the daily activities of the offshore IT Service Desk team, ensuring optimal performance, clear communication, and alignment with organizational goals
• Foster a strong customer service culture, responding to escalated issues, ensuring timely resolutions, and maintaining high levels of end-user satisfaction
• Monitor, analyze, and report on service level agreement (SLA) performance metrics. Identify trends, address gaps, and implement corrective actions to meet or exceed contractual obligations
• Provide advanced technical support and guidance to the service desk team, leveraging deep knowledge of IT infrastructure, troubleshooting methodologies, and industry standards
• Evaluate and enhance service desk procedures and workflows, standardizing best practices and implementing process improvements to increase efficiency and service quality
• Collaborate with IT and other departments to implement AI-driven solutions and workflows
• Integrate AI tools and technologies into various job functions to enhance efficiency and productivity
• Oversee major projects as designated by the Systems Manager, End User Services
• May perform other related duties as required

Required Education/Experience

• High School Diploma/GED and a minimum 7 years' of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Associate's Degree and a minimum 5 years' of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Bachelor's Degree and a minimum three (3) years' of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment.

Preferred Education/Experience

• Bachelor's Degree in Computer Science, Management Information System, Engineering, or related field and a minimum of three (3) years' relevant full-time work experience in an Information Technology, customer, desktop, or support environment.

Relevant Work Experience

• Possess technical and supervisory or managerial experience with a proven ability to motivate people, Preferred
• Background in managed service provider (MSP) environments, Preferred
• Experience managing or supporting IT service desks, preferably with offshore or remote teams, Preferred
• Experience in managing projects, representing the organization in building and fostering relationships with customers, support groups, and vendors, and render sound business decisions, Preferred
• Excellent verbal and written communication abilities, with experience in cross-cultural and remote team collaboration, Preferred
• Proficiency in IT service desk operations, infrastructure support, and relevant technologies (e.g., ticketing systems, remote management tools), Preferred

Skills and Abilities

• Demonstrated customer service skills
• Effective leadership skills
• Possesses a high degree of initiative
• Well organized, detail oriented and flexible to handle multiple assignments
• Project Demonstrated project management skills
• Demonstrated analytical skills

Licenses and Certifications

• Driver's License Required

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday

Additional Physical Demands

• 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.

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduc