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Manager, IT Service Desk

Just Energy – Houston, TX



Strong business acumen and customer-service orientation



Salary : $50000 - $100000  / YEAR

Responsibilities Manage all aspects of the IT Service Desk team Ensure that the service delivery and customer satisfaction exceed published service levels agreements Leveraging ITIL methodology, continually refine and improve service operations in support of service strategy (e.g., service design, transition, and operations, monitoring, and systems management) Evaluate, monitor, and align successful operational performance against KPIs and business goals Work with CIO and senior leaders to understand business needs and integrate those into a service delivery approach. Regularly maintain and present performance and health metrics to the IT management team Establish and maintain service level agreements for all service offerings Leverage emerging technologies, automation, processes, and disciplines to deliver best class methods Effectively manage a device agnostics environment (i.e. Windows. OSX, iOS, Android, etc.) Ensure all operational activities comply with enterprise, industry and government standards Perform other duties as assigned Requirements Proven work experience as an IT Support Desk Manager (minimum of 6 years) Hands on experience with IT support desk tools and remote-control software Strong business acumen and customer-service orientation Solid technical background with the ability to provide clear and concise direction to the team Proficient knowledge of the ITIL Incident and Problem Management methodologies Proficient knowledge of enterprise Service Management solutions (e.g. IT360, Altiris, SCCM, ServiceNow, Remedy, Zendesk) Continually demonstrate the ability to enhance the end user support experience Proficient knowledge of Microsoft applications (e.g. Office Suite, o365) Demonstrate ability to learn and support new applications and technologies Demonstrated leadership ability to make sound decisions and judgments Strong knowledge of ITIL and Service Management methodologies Strong partner/vendor management skills Able to assess where technical solutions fit in current and future processes Able to quickly adapt to challenging dynamic environments Strong analytical and problem-solving skills Excellent verbal and written communication skills, with a focus on active listening, tactfully navigating difficult situations, and demonstrating patience and good faith with end users Excellent time management and prioritization skills with a proactive approach to tasks Able to define and accurately articulate requirements for equipment purchase Able to operate in a logical manner under pressure, enabling consistent delivery to demanding deadlines Able to deal credibly and confidentially with business and technical users at all levels of the organization

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