Manager, IT Service Desk

Invenergy drives innovation in energy. Powered by decades of entrepreneurial experience and unparalleled execution, we solve the energy challenges facing our customers and communities. We provide power generation and storage solutions at scale around the world to create a cleaner energy future. We develop. We build. We own. We operate. We are Invenergy.

Job Description

Position Overview

As a Manager, IT Service Desk you will be responsible for our Global Service Desk team.  You will own resolution and SLAs of all issues assigned to the team, which may require you to work closely with Server, Network, Business Apps and Desktop engineering teams.  As a Service Desk Manager, you will be on Invenergy’s IT front line solving end user technical challenges, providing support and ensuring the business continues to function without interruption.  You will mentor and coach the SD team.  You and your team will produce documentation for the team or end users to follow.  You will actively monitor team SLA’s to ensure consistent delivery.  You will occasionally interface with our executive team to provide ETS support.  You will work with international leaders to understand and resolve their issues.  You will occasionally be needed to work out-of-hours and be reachable outside of the office.

Please note, for this position we are looking for a candidate to live a commutable distance to Bolingbrook, IL in the Western Suburbs of Chicago. This person will be expected to work out of our corporate headquarters in Chicago, IL for approximately six (6) months until our new facility is complete. After the new facility is complete, this position will be located in Bolingbrook, IL.

Responsibilities

• Drive resolution of all incident and support requests assigned to the team.
• Provide leadership, not just to your team but to our entire organization.
• Actively monitor and manage SLAs and individual tickets for both the Service Desk and our extended IT team, in our case management tool. 
• Follow up with users on support cases, provide feedback and see problems through to resolution.
• Manage all aspects of our SD, including ETS (executive support) team, AV Support team and other non-direct reports. Quickly drive all issues to resolution.
• Clearly communicate with executives and/or wide portions of the business as required.
• Research problems and identify trends to strategically address IT needs.
• Participate in Out-of-Hours work as required.
• Participate in the IT Change Management process.
• Show leadership and engagement on calls and meetings with peers.
• Develop communication channels with the organization to ensure successful service.
• Collaborate with other teams and work on cross team projects.
• Provide direction and oversight to our onboarding/offboarding procedures and personnel.
• Participate in job-specific training and grow your knowledge of IT best practices, new procedures, products and services.  Guide team training and growth efforts.  Curate the team knowledge base.
• Adhere to the company’s values and behaviors.
• Perform other duties as assigned.

Required Skills

• Bachelor’s Degree in an information technology related field
• Minimum of 5 years experience providing IT Support
• Minimum of 3 years experience as an IT manager/leader
• Experience installing, configuring, administrating and maintaining corporate desktop work environments, including desktop, phone, MS Windows and desktop peripherals
• Experience with Windows PCs, Android, and iOS mobile devices
• Preference given to candidates with the following application support experience; Workday, Oracle ERP, Microsoft Teams, and Office 365
• Experience with Executive Support and the needs of high-level team members
• Experience with remote/international team members
• Eligible to work in the United States without the need for employer visa sponsorship now or in the future
• Occasional travel (0 - 5%)

Preferred Skills

• Technology certifications
• Power Generation experience

Competencies

• Strong communication skills
• Strong analytical skills
• Strong organizational and planning skills
• Works well with a team
• Excellent customer service skills

About the Infrastructure

Technology at Invenergy consists of a modern, cutting edge IT environment running the Microsoft stack and utilizing best of breed hardware and software solutions. The core infrastructure utilizes virtual server technology suppor