Manager Enterprise Workplace Support

Southern Company • Atlanta, GA

6d

About The Position

The Enterprise Workplace Support (EWS) Manager position is responsible for providing tier 2 technology support, managing the problem management process and developing innovative solutions utilizing tools such as NexThink and Helix to proactively support the business. This involves utilizing a team of subject matter experts in products and services utilized across the enterprise to provide support to front line analysts at the service desk via swarming and live transfers to insulate tier 3 from ticket escalations, resolve incidents and requests in a timely manner, and ensure knowledge is up to date. The role also involves managing the problem management process and collaborating with subject matter experts to perform root cause analysis to prevent repeat issues, developing self-service support options and proactive incident support, and driving the evolution of the Digital Workplace Operations support model through process improvement, automation, AI enablement, workforce upskilling, and innovative practices.

Requirements

• B.S. degree in Computer Science, Computer Engineering, Business, or equivalent experience.
• Working knowledge of the customer’s business functions and operations and how those operations are supported by the Technology Organization, tools, and services as well as an understanding of how technology adds value to those organizations.
• Extensive knowledge of technology related disciplines, with a strong focus on end-user technologies and networking.
• Knowledgeable on currently relevant industry related products (e.g. NexThink and Remedy/Helix), techniques and trends.
• High degree of focus on quality and the business partner’s technology experience.
• Willingness to challenge the status quo for the betterment of the business and the services provided.
• Deep knowledge of the budgeting process, fiscal management and how to appropriately estimate costs and plan for ongoing technology projects and maintenance.
• Understanding of basic budgetary principles and techniques and can distinguish, plan, and oversee capital and operating budgets.
• Proven track record achieving business results working with and through others.
• Proven change leader, willing to drive cultural and behavioral change that will contribute to maturing and improving the overall effectiveness for using technology across Southern Company.
• Excellent analytical, problem solving, planning and project management skills.
• Ability to prioritize and deal with multiple priorities for multiple people.
• Strong people skills that have resulted in successful working relationships with customers, peers, and internal and external business partners.
• Effective evaluator and developer of human capital.
• Demonstrated leadership and management skills, including building a strong, results-oriented team, and performance management.
• Excellent communicator, both written and verbal.
• Demonstrated critical, independent thinking; demonstrated ability to conceive and present creative solutions.
• Flexible, can work under stress with changing direction and with minimal supervision.
• Self-motivated, takes initiative, is proactive, and habitually removes obstacles for success.

Responsibilities

• Serve as the management level interface to internal customers and peer groups across the Technology Organization.
• Manage internal customer relationships to ensure the Technology Organization is providing the necessary support for business partners’ use of technology.
• Stay abreast of and understand business needs/changes, and ensure the team can respond to the demands of those needs/changes while delivering results in a timely, cost effective, and efficient manner.
• Continuously evaluate demand and reprioritize work based on changing business dynamics.
• Collaborate with the Service Desk front line during first contact with the business partner via swarming, and take ownership of work and escalate to the appropriate peer group for final resolution of incidents and requests.
• Own the problem management process and collaborate with subject matter experts across the Technology Organization to identify workarounds and establish a plan to identify and fix the root cause.
• Focus on proactive incident management, automation and self-service options to support the business.
• Represent the Technology Organization at internal senior leadership meetings & external forums.
• Serve as the channel by which other areas of the Technology organization are kept abreast of any potential issues/needs required by the business unit.
• Adequately and effectively communicate information to peer groups, and where necessary, be an advocate for the business partners they support.
• Attract, develop, retain, & manage a diverse group of technical individual contributors.
• Manage hiring, performance management, terminations and provide daily work direction, feedback and coaching to direct reports.
• Conduct workforce planning for their organization and appropriately identify and develop successors for their and their direct reports’ positions.
• Manage a departmental budget for their respective area, ensuring financial accountability for project work and initiatives needed for their internal customers.

Benefits

• Competitive base salary
• Annual incentive awards for eligible employees
• Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
• Additional compensation, such as an incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager