Con Edison · 5 hours ago
Systems Manager, ETS Service Desk and Operations
New York, NY
Full-time
Onsite
Senior Level
$140K/yr - $190K/yr
6+ years expCon Edison is seeking a dynamic and forward-thinking systems manager to lead their IT Digital Workplace Experience Service Desk and Operations team. This role involves overseeing internal staff and managed service provider partners to deliver exceptional services, while driving innovation and continuous improvement in service desk operations.
Utilities
Responsibilities
Take the lead in transforming Service Desk operations, delivering fast, expert support that empowers employees and makes a real impact on their daily work
Drive Incident Management, skillfully resolving challenges and escalating complex issues, ensuring our business runs smoothly and efficiently
Supervise the Network Operations Center (NOC), playing a pivotal role in keeping our systems reliable and our people connected
Champion end user asset lifecycle and inventory management, optimizing technology investments and ensuring everyone has the tools they need to succeed
Manage and oversee both internal staff and managed service provider partners to deliver exceptional services across the organization
Oversee our innovative IT Lab, spearheading the creation and deployment of workstation images and apps that shape our digital workspace
Lead and inspire our Managed Service Provider (MSP) partners, setting high standards and driving performance to exceed service level agreements
Develop smart operational metrics, uncover opportunities for improvement, and lead initiatives that advance the entire organizations technical capabilities
Validate vendor performance and process payments in partnership with the Vendor Management Office
Identify opportunities for continuous improvement, refine service agreements, and recommend new standards to elevate end user services
Manage projects, including planning resources, scope, budget, schedule, and deliverables
Stay informed on industry trends and best practices and develop strategies to advance end user services operations
Communicate and influence IT strategy, representing Service Desk and Operations at senior executive meetings
Qualification
Required
Bachelor's Degree and a minimum of 8 years' work experience to include at least four (4) years' experience in IT Operations in any industry
Master's Degree and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry
2+ years experience in vendor management or infrastructure operations, required
Three (3) years supervisory/managerial experience, required
Excellent oral and written communication. Must be comfortable and skilled at managing customer expectations, required
Must be flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies, required
Ability to communicate processes and give persuasive presentations. Must be able to interact with all levels of management and communicate technical concepts to a non-technical audience, required
Ability to handle multiple assignments with changing priorities while meeting deadlines, required
Preferred
Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred
Ability to establish medium/long-term plans and priorities and estimate investment requirements, preferred
Thorough understanding of ITIL processes and vendor management, preferred
Experience with implementing or integrating commercially available infrastructure components, preferred
Strong understanding of cyber security principles, preferred
Previous experience in service desk, incident management and network center operations, proficient with windows and mobile devices, preferred
Hand-on expertise with ticket management systems and monitoring tools such as ServiceNow, SCCM, Intune, etc., preferred
Project Management Professional (PMP) Training and/or certification in Project Management is a plus
Company
Con Edison
We provide power to more than 10 million people and businesses across NYC and Westchester.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Joeann Walker
Policy Advocacy Leader, Economic Empowerment Platform, CEO Action for Racial Equity Fellow
Kimberly Strong
Vice President, Chief Ethics & Compliance Officer
Company data provided by crunchbase