Service Desk Manager

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🕒 Maio 12

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Energy Workforce & Technology Council

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 1933

⚡ Energia

🤝 B2B

📚 Educação

Energy • B2B • Education

A Energy Workforce & Technology Council é uma organização dedicada a capacitar a força de trabalho do futuro no setor de energia. Ela se concentra em educar, apoiar e defender as empresas de energia e seus funcionários, com o objetivo de inovar e elevar a indústria ao conectar diversos stakeholders, incluindo governos e comunidades. O Conselho oferece programas de liderança, treinamentos e recursos voltados para promover avanços em tecnologia e serviços de energia.

Descrição

• Lead end-to-end service desk operations and continuous improvement • Oversee daily operations across shifts and manage ticket flow • Set service standards for end-user interactions and manage escalations • Define, track, and report KPIs and lead corrective actions • Hire, coach, schedule, and develop service desk staff • Build and govern a searchable knowledge base and self-service portal • Drive automation initiatives to reduce manual effort and improve service • Coordinate with internal resolver groups to meet SLAs/OLAs • Maintain SOPs, runbooks, and quality controls for execution

🎯 Requisitos

• 5–8+ years in IT support/service management • 2+ years leading a service desk/help desk team • Working knowledge of ITIL-aligned practices • Bachelor’s degree in information technology or equivalent experience • ITIL 4 Foundation certification preferred • Experience administering an ITSM tool (ServiceNow) • Ability to analyze trends and build operational reporting • Working knowledge of end-user computing and networking fundamentals

🏖️ Benefícios

• Medical • Dental • Vision • Life and Disability insurance • FSA (Health & Dependent Care) • HSA • 401(k) • PTO • Paid Holidays • Supplemental Benefits for Accident • Critical Illness • Identity Theft • Legal support