Systems Manager - IT Infrastructure & Ops EUS/NOC/SD

Overview

Con Edison is seeking a dynamic and forward-thinking systems manager to lead our IT Digital Workplace Experience End User Services team. In this pivotal role, you will oversee both internal staff and managed service provider partners to deliver exceptional end user support services across the organization. The ideal candidate will drive innovation and continuous improvement, ensuring a seamless and high-quality technology experience for all employees while championing best practices in end user support.

Responsibilities

Core Responsibilities

- Lead a diverse range of technology initiatives and services dedicated to empowering end users and driving the companys business priorities.

- Partner with teams across the organization to understand and respond to evolving business needs in the End User Services (EUS) space.

- Oversee critical monitoring functions to ensure optimal performance and reliability of end user applications and devices.

- Work closely with the cyber security operations team to address and resolve cyber alerts and incidents that impact end users.

- Coordinate rapid IT responses to storms and operational challenges, ensuring minimal disruption to end user productivity.

- Enhance and innovate End User Support services to deliver exceptional experiences for all employees.

- Streamline and integrate processes to ensure efficient handling of end user requests and seamless collaboration across IT domains.

- Lead, manage, and mentor a high-performing team, fostering a security-first, innovative-driven culture and supporting staff development through training and feedback.

- Establish and communicate a compelling vision for the End User Services team, motivating members and aligning efforts with organizational goals.

- Manage service provider relationships to ensure service levels, deliverables, and commitments are met for end user support.

- Develop and track meaningful metrics with service providers to measure and enhance end user satisfaction.

- Validate vendor performance and process payments in partnership with the Vendor Management Office.

- Oversee asset inventory and budget for desktops, laptops, A/V equipment, and peripheral equipment supporting end users.

- 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 End User Services at senior executive meetings.

Qualifications

Required Education/Experience

- Bachelor's Degree and a minimum of 8 years work experience to include at least four (4) years experience in IT Infrastructure and Operations in any industry or

- Master's Degree and a minimum of 6 years work experience to include at least two (2) years experience in IT Infrastructure and Operations in any industry.

Preferred Education/Experience

- Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred. and a minimum of 6 years work experience to include at least two (2) years experience in IT Infrastructure and Operations in any industry. Training and/or certification in one or more domains desired, e.g. , IT Infrastructure, project management, business/process architecture or redesign.

Relevant Work Experience

- 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.

- Able 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.

- 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 laptop, desktop and audio/video equipment support, proficient with windows and mobile devices, preferred.

- Hand-on expertise with ticket management systems and monitoring tools such as ServiceNow, SCCM, Intune, etc, preferred.

Skills and Abilities

- Ability to analyze and interpret financial data

- Excellent interpretation of complex statistical data

- Demonstrated customer service skills

- Excellent collaboration and team building skills

- Instills commitment to organizational goals

- Ability to inspire and develop staff

- Possesses flexibility to work in a fast paced, dynamic environment

- Project Demonstrated project management skills

- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

- Ability to drive multiple projects to successful completion

- Ability to represent the company with external constituents

Licenses and Certifications

- Driver's License Required

Physical Demands

- Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

- Stand to use/operate office equipment for the duration of the workday

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

- Must be able and willing to travel within Company service territory, as needed.