Manager, IT Service Desk

Job Description

Job Description

Provides leadership and strategic direction for the Shared Services IT's Service Desk function, supporting GSOC, GTC, and OPC, ensuring customer satisfaction with the services provided. Responsible for the supervision, management, maintenance and coordination of centralized IT Service Desk resources to ensure the timely delivery of superior customer service experience handling technology-related incident resolution and request fulfillment to end users organization wide. The manager collaborates with business stakeholders to ensure that technology related customer service expectations are met and exceeded. This role oversees the development and implementation of ITIL related services including service request, knowledge management, and incident management within defined Service Level Agreements. Performs incident trend analysis (Incident Management); making and implementing recommendations to reduce recurring issues. In collaboration with the business and department leadership, this position timely deploys and updates desktop and mobile devices to ensure that the business has modern up-to-date technology that meets their needs. The IT Service Desk team provides onsite, voice, and online support to personnel and facilities across the state of Georgia. Support includes desktop, mobile, audio-visual, application, printers, and provides Tier 1 response for all solutions supported by Shared Services IT. This position works closely with the User Infrastructure group to ensure that the user experience is high quality and enables the business through effective productivity and collaboration technology. This position is accountable for developing and maintaining system policies and processes to support the IT service desk functions.

This position is directly accountable for the timely completion of high-quality products and services in addition to budget management, performance management, personnel development, resource utilization, technical directions, and team dynamics. Ensures staff compliance with all applicable laws, regulations, industry standards, corporate policies, guidelines and procedures, including but not limited to, SOX, RUS, OSHA, NERC, FERC and ITS requirements. Promotes an environment of compliance and continuous improvement to meet the Corporation's goals and objectives.

Job Duties :

• Strategic Management - Works closely with business stakeholders to understand their IT service desk needs and aligns these needs with strategic initiatives. Develops and maintains IT service desk policies and processes. Identifies, prioritizes, and develops new solution ideas and leads the implementation of chosen initiatives that integrate company strategy and best practices. Ensures the department's ability to manage change based on evolving business needs and technology requirements.
• Relationship Management - Builds and maintains positive relationships with IT peers and business stakeholders, ensuring a high level of customer satisfaction. Understands stakeholders' requirements and stays apprised of their operating environments to ensure accuracy and value in the IT service desk services rendered. Communicates clearly, effectively, and on a timely basis, fostering an environment where stakeholders feel comfortable bringing issues, concerns, and opportunities for exploration.
• Financial Management - Manages the budget for the IT service desk, ensuring adherence to budgets and strategic plans. Directs the preparation, review, and consolidation of department budgets, projections, and variance analysis. Develops and manages annual budget, performs monthly forecasts, and oversees routine cost-management duties, such as overseeing expenditures and developing and administering contracts and purchase orders.
• Personnel Management - Manages individual and departmental team performance towards achieving desired results and client perceptions. Ensures that experienced and knowledgeable personnel are hired and retained. Monitors progress of associates' work to ensure deliverables meet the expectations of management and clients. Provides feedback to associates regarding their work, skills, and development. Trains associates to ensure optimum staff development and coverage plans are in place.
• Leadership - Communicates a vision, strategy, and initiatives that inspire the team to succeed. Sets and models standards for integrity, cooperation, and work habits. Leads the department in research and development of strategic programs and services for OPC, GTC, GSOC, and the Members.
• Administration - Manages the execution of routine departmental tasks. Provides department reporting and operational metrics. Administers the execution of personnel-related tasks, e.g., timesheets, compensation, etc.
• Operations Management - Ensures efficient and high-quality operations of the IT service desk functions. Oversees the development and implementation of processes to ensure superior IT service is delivered to the entire organization through timely expert support, incident resolution, and service request completion. Provides support to users and facilities across Georgia related to desktop, mobile, AV, printers, applications, and other technology needs. Ensures that new user devices are properly configured and deployed in a timely manner. Ensures all requests are effectively resolved in a timely manner. Drives a spirit of innovation and continuous improvement within the IT user infrastructure team to constantly improve our technology and our support. Develops and maintains IT service desk standards, policies, and procedures. Ensures adequate testing and performance of IT service desk processes prior to implementation.
• Provides leadership and support during activation of Major Incidents, Disaster Recovery, Business Continuity, and the Security Incident Response and Recovery Plans.

Required Qualifications :

Education : Bachelor Degree in Computer Science, Business Administration, IT, Engineering, or related field.

Experience : 10 years in the area of IT service desk, IT Helpdesk, IT Infrastructure, Cloud infrastructure, Virtualization, Business Analyst, IT, or Technology.

Equivalent Experience :

Specialized Skills : Strong verbal and written communication skills, excellent organization and time management skills, analytical and creative problem-solving skills, ability to establish and maintain effective working relationships as necessitated by the work.

Unusual Hours : Provides emergency coverage for technology issues. Responsive to after-hours calls, texts, messages, emails, etc. relating to technology and business emergencies.

Travel : 10%

Georgia System Operations Corporation is an Equal Employment Opportunity Employer, including veterans and disabled. We are a drug-free workplace. All applicants are subject to substance abuse testing.

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