Senior Mgr, Workplace Services

Job Title: Senior Mgr, Workplace Services

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

***This position may be filled at any location within Entergy's Service Territory***

 

JOB SUMMARY / PURPOSE

The Sr. Manager of Workplace Services provides leadership and direction for a broad range of IT services, including service desk, field services, collaboration services, voice engineering and operations, and desktop engineering. This role ensures IT end-user customers receive timely, effective support to achieve business objectives.

The Sr. Manager oversees internal managers and staff, as well as external service providers, driving continuous improvement and adoption of best practices. Responsibilities include developing and implementing policies and procedures to maintain consistent service levels and rapid issue resolution. The position leads a team of three managers and approximately 22 staff members, with oversight of an outsourced provider managing a scalable workforce of at least 100 resources.

 

JOB DUTIES / RESPONSIBILITIES

• Establish strategy and develop policies and procedures for Workplace Services operations.
• Ensure performance and execution align with organizational goals.
• Prepare and manage budget proposals and operational expenditures.
• Research emerging technologies, products, and standards to support strategic initiatives.
• Oversee Service Desk operations to ensure courteous, timely, and effective resolution of user requests and incidents.
• Define and lead the incident response process for major incidents, collaborating with stakeholders to implement mitigations and remediations.
• Communicate business direction, strategy, and results clearly to the team.
• Motivate and engage staff to deliver exceptional customer experiences and drive continuous improvement.
• Manage career development, training, and stretch opportunities for team members.
• Oversee collection and analysis of operational metrics to ensure efficiency and effectiveness.
• Represent Workplace Services in technical engagements with auditors, regulators, clients, and third parties as needed.
• Prepare and deliver status updates and communications for stakeholders.
• Develop technology roadmaps and strategies in collaboration with Enterprise Architecture to build new capabilities.
• Consolidate and standardize technologies over time to align with enterprise standards. 

 

MINIMUM REQUIREMENTS
Minimum education required of the position
Bachelor’s degree or equivalent work experience required; advanced degree preferred.

Minimum experience required of the position
10+ years of experience managing infrastructure and application development processes.

Minimum knowledge, skills and abilities required of the position

• Strong understanding of infrastructure and software development lifecycle and methodologies.
• Proven ability to lead diverse teams and deliver projects in highly outsourced environments.
• In-depth knowledge of multiple technologies aligned with IT standards.
• Expertise in end-user platforms and current IT workplace computing trends.
• Ability to adapt quickly to changing priorities and realign resources as needed.
• Skilled in translating complex technical concepts for executive audiences.
• Excellent verbal, written, and interpersonal communication skills, with ability to present analytical data to technical and non-technical stakeholders.
• Ability to travel as required.
• Comfortable working in high-pressure, ambiguous environments.
• Strong organizational skills with ability to meet deadlines and manage budgets. 

 

Any certifications/licenses required

None required

Primary Location: Louisiana-New Orleans