Mgr Service Operations

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Position Summary

The Manager of Service Operations is responsible for managing a team of IT technicians and analysts providing support of critical IT applications. The manager in this role will play a key role in ensuring a modern workplace experience for all CPS Energy employees

 

Grade: 18
Deadline to apply: 11/20/24
 

Tasks and Responsibilities

• Lead technical support teams of analyst responsible for overseeing all technology related to end-user computing and service management, encompassing a wide range of responsibilities including all endpoint management tools, Virtual Desktop Infrastructure (VDI) support, software packaging, configuration and patching and endpoint analytics and reporting.
• Drive a passion for the customer and the importance of the role the team plays in the overall success of CPS Energy.
• Strive to transform and elevate customer support teams to world-class service levels.
• Provide people leadership, including hiring, training, mentoring and developing top talent for a remote and onsite customer support team.
• Give direction to team members for process improvements, methodology and support initiatives based on experience, knowledge and technical skills.
• Work closely with Cyber Security to keep endpoint devices secure, reliable, up to date and compliant.
• Manage and track metrics for patch management and provide leadership with monthly reports on progress and compliance.
• Work cross functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered and foster collaboration and communication between support team members and other areas of the organization.
• Provide monthly measurable data to leadership with Key Process Indicators (KPIs) on support processes to drive continual process and customer service delivery improvements.
• Monitor and drive performance of the teams and prepare relevant reports for senior leadership.
• Manage customer and inter-departmental escalations through to a successful resolution.
• Participate in and be a valuable contributor to strategic business planning and workforce planning activities.
• Translate the businesses short-, medium- and long-term strategy into deliverable objectives for the team.
• Identify and address people issues while adhering to HR processes.
• Manage escalated issues and provide direction.
• Work with Senior Manager to develop and manage a multi-year budget for the team including capital and operating expenses.

Minimum Skills

Minimum Knowledge and Abilities

Experience in leading teams in end-user computing.Proven experience and demonstrated aptitude with strategic decision-making, planning and governance for customer experience and IT support operations.Ability to build and maintain successful teams with varied talent and skill sets.Proven ability to work independently as a support and people leader providing strategic input to develop and grow the talent of the support staff.Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision.Highly organized with the ability to manage and drive change. Strong understanding and experience working with Microsoft Intune, SCCM, M365 and VDIs.Ability to retrieve, document, interpret and analyze data to derive key insights, trends and process improvement recommendations.Possess exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities.Experience in measuring data and Key Process Indicators (KPIs) to drive continual process improvement.Experience leading a remote workforce.

Preferred Qualifications

• ITIL Foundation and Certification
• ServiceNow Administration Experience
• Microsoft Intune Experience
• Microsoft SCCM Experience
• Patch Management Experience

Competencies

Making Accurate Judgments and DecisionsManaging ResourcesDriving Projects to CompletionInspiring and Motivating OthersPrioritizing and Organizing WorkEvaluating and Implementing Ideas

Minimum Education

Bachelor’s degree in technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered

Required