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Manager, IT Operations

2 months ago

Carmel, United States MIDCONTINENT INDEPENDENT SYSTEM OPERATOR INC Full time
Job DescriptionJob Description

Location: Carmel, Indiana

MISO is hiring an IT Operations Manager (Service Desk Manager) You will oversee our 24/7 IT Operations Center (ITOC), ensuring that our service desk runs like a well-oiled machine. You will be the vital link between Digital Technology and our end-users, guaranteeing that all issues are swiftly resolved, and service quality remains top-notch. This role not only demands technical expertise but also offers the chance to shape and enhance the overall IT service experience within our organization.

As MISO’s IT Operations Manager (Service Desk Manager), you will:

  • Lead daily service desk operations, ensuring efficient and smooth performance
  • Supervise and develop the Tier I technical support team, focusing on first-contact resolution
  • Ensure all processes are documented, audited, and continually improved
  • Identify and implement service improvement initiatives to boost performance
  • Establish and uphold ITIL Service Desk standards, aligning with broader organizational goals
  • Manage a talented team, focusing on training, development, and employee satisfaction
  • Build and maintain strong relationships with peers across service management functions

To be successful in this IT Operations Manager (Service Desk Manager) role, we are looking for the following:

  • 3+ years of leadership experience in a service desk environment.
  • A BA/BS in a Technology field or 7+ years of relevant work experience
  • Preferred certifications: ITIL Foundations, Comp TIA A+, Lean Six Sigma, Customer Service Manager Certification
  • Proficiency in IT Service Management (ITSM) tools like ServiceNow
  • Strong understanding of ITIL framework and service desk operations
  • Knowledge of Tier I technical support fundamentals and infrastructure monitoring tools
  • Experience in compliance standards (SOC 1, NERC, CIP)
  • Excellent communication and technical writing skills

Why You'll Love It Here:

  • Play a key role in enhancing customer satisfaction and service desk reputation
  • Lead exciting projects like integrating some SOC capabilities and improving performance metrics
  • Develop a strong partnership with Desktop Services, ensuring seamless collaboration
  • Be a part of a team that values humility, collaboration, and strategic decision-making

Appropriate level will be determined based upon experience and knowledge.

Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future – it’s what our immensely hardworking and dedicated team does every day.

At MISO we offer a hybrid work environment and a comprehensive benefits package available on your first day of employment.

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