Service Desk Manager

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🕒 May 12

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Energy Workforce & Technology Council

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1933

⚡ Energy

🤝 B2B

📚 Education

Energy • B2B • Education

Energy Workforce & Technology Council is an organization dedicated to empowering the future workforce in the energy sector. It focuses on educating, supporting, and advocating for energy companies and their employees, aiming to innovate and elevate the industry by connecting various stakeholders, including governments and communities. The Council provides leadership programs, training, and resources aimed at fostering advancements in energy technology and services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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