Manager of IT Service Desk

Company Overview

Pattern Energy is a leading renewable energy company that develops, constructs, owns, and operates high-quality wind and solar generation, transmission, and energy storage facilities. Our mission is to transition the world to renewable energy through the sustainable development and responsible operation of facilities with respect for the environment, communities, and cultures where we have a presence.

Our approach begins and ends with establishing trust, accountability, and transparency. Our company values of creative spirit, pride of ownership, follow-through, and a team-first attitude drive us to pursue our mission every day. Our culture supports our values by fostering innovative and critical thinking and a deep belief in living up to our promises.

Headquartered in the United States, Pattern has a global portfolio of more than 30 power facilities and transmission assets, serving various customers that provide low-cost clean energy to millions of consumers

The Manager of IT Service Desk is responsible for leading the IT support function across the organization, ensuring the delivery of high-quality, efficient, and customer-focused technical support services. This role is critical to maintaining operational continuity by resolving IT-related issues, enhancing service delivery processes, and aligning the service desk function with broader business and IT strategies.

Key Accountabilities

- Lead, coach, mentor, and develop the IT Service Desk team, fostering a culture of accountability, performance, and continuous improvement.

- Oversee day-to-day service desk operations to ensure timely resolution of technical issues in compliance with SLAs and support expectations.

- Serve as the primary point of contact for key internal stakeholders regarding IT support services, performance updates, and escalation resolution.

- Enable and manage relationships with external vendors and managed service providers (MSPs), including contract evaluation, SLA enforcement, and service performance monitoring.

- Manage the IT support budget, monitor expenditures, and ensure cost-effective resource allocation.

- Implement and continuously improve IT support workflows, escalation paths, and knowledge base documentation based on ITIL best practices.

- Maintain and manage support ticket queues, identifying and addressing trends that may impact service quality or require training.

- Collaborate with IT and Security leadership to ensure IT support aligns with strategic priorities and compliance requirements.

- Participate in internal audits, compliance reviews, and IT risk assessments as needed.

- Provide after-hours on-call support on a rotating basis.

- Perform other duties of a similar level and responsibility as required.

- Undertake any other duties of a similar level and responsibility as may be required from time to time

Qualifications

Bachelor’s degree in computer science, Information Systems, or a related field required.

ITIL certification required.

Additional certifications such as ITSM, COBIT, ISO/IEC 20000, Agile, Scrum, or Six Sigma are a strong plus.

- Minimum of 10 years of progressive IT support experience, with at least 5 years in a people management role.

- Demonstrated experience managing service desks or IT support functions in a mid-to-large scale organization.

- Proven experience in managing third-party vendors and MSPs.

- Ability to work independently and across multiple teams in a fast-paced environment.

- Deep technical knowledge of Microsoft enterprise products (Windows, M365, Active Directory).

- Familiarity with SaaS and public cloud platforms such as AWS, Azure, and GCP.

- Proficiency in ITSM platforms (e.g., ServiceNow, Jira Service Management) and ticketing systems.

- Excellent interpersonal, communication, and stakeholder management skills.

- Strong analytical and problem-solving abilities.

- Ability to translate technical information into business-relevant language for non-technical stakeholders.

Pattern Energy Group is an Equal Opportunity Employer.