Service Desk Program Manager Senior

At ERCOT, our diverse and dynamic work environment provides a platform on which employees can work together to build the future of the Texas power grid and wholesale market utilizing the latest technologies and resources. We encourage you to join our talented, dedicated workforce to develop world-class solutions for today and tomorrow’s energy challenges while learning new skills and growing your career.

ERCOT is committed to fostering inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We know that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. An inclusive and diverse workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future.

Serves as the liaison for service desk operations and mobile device management managed services providers to the IT organization and business community to help provide best in class services to end users. Leads the service desk operations area that supports IT Operations as well as internal and external customers 24x7x365. Facilitates ERCOT administration of managed services staff ensuring compliance with internal policy and external regulatory requirements and quality assurance of work products and staffing.

- Broadly applies principles, theories and concepts related to the profession. A seasoned, experienced professional with an in-depth/full understanding of area of specialization.

- May provide recommendations regarding issues outside the bounds of defined procedures and practices. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

- Wide latitude for decisions within assignments, programs and projects; impact is generally limited to the project or department.

- Acts as a resource to advise, and may at times a lead the work of lower level professional and/or support employees. Generally represents the department on projects and may perform in a project leadership role.

Additional Job Duties

Level 2, Senior & Lead

- Acts as the business partner between the service desk operations managed services provider and the IT division to oversee the ongoing development, support, maintenance and enhancement of the service desk operations services, applications and related interfaces

- Acts as the service desk operations point-of-contact in the event of a business continuity or disaster recovery event, including simulated events

- Acts as the vendor relationship manager for service desk operations and mobile device management managed services providers.

- Responsible for ensuring quality work products and customer service excellence is achieved through managed services staff and relaying feedback to the managed services providers, inclusive of monitoring to issue resolution when needed

- Responsible for ensuring all regulatory and internal controls are followed, coordinating with managed services provider on any required evidence collection or remediation when issues are encountered.

- Responsible for the management, direction, and integrations associated with the service desk operations applications and tools

- Collaborates with the managed services provider to identify, drive and prioritize improvements in product offerings, processes, systems and tools

- Oversees, defines and monitors critical path activities for the managed services providers and resolves issues or escalates issues as needed

- Serves as the liaison between business and technical resources and departments to manage the implementation of new system functionality, upgrades, system modifications, and day-to-day problem analysis, issue tracking, and resolution

- Analyzes information/data problems, requested changes, and required modifications to develop appropriate business process solutions

- Maintains knowledge of the latest trends in the service desk operations and managed services industries and serves as a service desk operations subject matter expert

- Prepares workflow diagrams to specify in detail business processes supported by the service desk operations

- Assists in establishing standards, guidelines, security policies and quality assurance for the service desk operations in partnership with the managed services provider and other ERCOT organizations

- Establishes and monitors service desk operations service level agreements (SLA) with managed services provider, remediating issues as required

- Coordinates with managed service provider to support configuration changes in test environments and data loads

- Builds and maintains effective long-term relationships with managed services provider and service desk operations customer base to ensure a high level of satisfaction for the managed services model

- Manages the service desk operations project portfolio, including initiation of service desk operations related projects, as well as responsible for the service desk operations technical roadmap

- Serves as the service desk operations representative on projects that require service desk operations input

Experience

- Requires minimum 8 years job related work experience in excess of degree requirements

- Prefer minimum 5 years experience in a leadership role

- Prefer experience with an IT Service Management platform such as ServiceNow

- Require excellent analytical, written, and oral communication skills

- Prefer experience with Atlassian products like Jira

EDUCATION

- Bachelor's Degree : Computer Science, Business, Engineering or related field (Required)

- or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

CERTIFICATION

- ITIL Foundation (Preferred)

The foregoing description reflects the minimum qualifications and the essential functions of the position that must be performed proficiently with or without reasonable accommodation for individuals with disabilities. It is not an exhaustive list of the duties expected to be performed, and management may, at its discretion, revise or require that other or different tasks be performed as assigned. This job description is not intended to create a contract of employment with ERCOT. Both ERCOT and the employee may exercise their employment-at-will rights at any time.

ERCOT is firmly committed to equal employment for all qualified persons without regard to race, sex, medical condition, religion, age, creed, national origin, citizenship status, marital status, sexual orientation, physical or mental disability, ancestry, veteran status, genetic information or any other protected category under federal, state or local law.

$122,262 - $207,828