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Manager, IT Operations - Service Desk

Londonderry, NH, US, 3053 Manchester, NH, US, 3101 Bryson, TX, US, 76427 Goodyear, AZ, US, 85395 Massena, NY, US, 13662 Fall River, MA, US, 2721 Ozark, MO, US, 65721 Downey, CA, US, 90241 Tyrone, PA, US, 16686 Forsyth, MO, US, 65653 Ozark, MO, US, 65721 Ozark, MO, US, 65721 Joplin, MO, US, 64818

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

Purpose

 

The Manager, IT Operations - Service Desk will manage various staff and processes around the Enterprise Service Desk function including day to day operations, monitoring, managing service levels, staffing and vendor resources.

Accountabilities

 

  • Manage day-to-day operations of the Enterprise IT Service Desk for the organization ensuring all processes used by the service desk are thoroughly documented, audited, maintained, and followed in line with business goals and compliance requirements; 
  • Help ensure all service levels and processes are in line with defined standards and service targets and KPI metrics as they relate to IT Service Delivery for the organization.
  • Manage and monitor triage, prioritization and escalations with all IT operational tickets including following up with various service departments to help maintain and manage service levels in line with business needs.
  • Manage IT Procurement and associated vendor relationships for resellers and service providers. Accurate tracking of vendor activities: track payments to vendor monthly; successful negotiation of contract renewals with vendors in your portfolio; 
  • Help manage service desk response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices; 
  • Interfacing with vendors for after-hours answering service and on-call processes.
  • Additional areas of responsibility include participation in, and refinement of, various IT Operations processes including Incident management, Service Management and Change Management.
  • Monitor and manage staff budgeting for the group and provide monthly variance reporting
  • Provide strong leadership and support to the Service Desk team members including training, coaching and motivation to enable them to exceed customer satisfaction.
  • Oversee onboarding and off-boarding processes of employees and contractors; 
  • Provides input to IT strategy and direction to team members to ensure alignment with corporate goals, values, and objectives.
  • Lead IT Team and/or Consultants including, but not limited to assisting with: hiring, counseling, scheduling, performance evaluations, coaching, and career development. 

Education and Experience

 

  • University degree in a computer-related field of study
  • 5-7 years in working in IT Service Desk or IT Service Management 
  • 3-5 years managing a multi-location IT Service Desk organization
  • ITIL Certification required with Firm understanding/experience with ITIL framework
  • Strong IT Customer Service Skills. 
  • Strong IT team management and leadership skills including staff development, coaching and motivation
  • Strong written and verbal communication and presentation skills.
  • Strong time management and analytical capabilities
  • Ability to interface with varied levels of Leadership including IT and Senior Executives desired
  • Experience refining ITSM Processes desired
  • Service Desk / Helpdesk Certifications a plus
  • Experience in the Energy/Utilities vertical sector a plus
  • Understanding of Microsoft Enterprise technologies and Office 365 platform desirable
  • Experience or training in root cause analysis and/or process management a plus

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion1 of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.1

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

What we offer

Collaborative environment with a genuine flexible working policy

Share purchase/match plan

Defined Contribution savings plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

Free parking, including free electrical charging

 

We are focused on building a diverse and inclusive workforce.  If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.

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