Manager, IS Service Desk & Operations

Philadelphia Gas Works•Philadelphia, PA

1d•Onsite

About The Position

Philadelphia Gas Works Looking for a challenge and ready to power up your career? Free Health Insurance – Free Dental Insurance – Pension Plan – Free Parking – Wellness Programs The Philadelphia Gas Works (PGW) is the largest municipally owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region. Become part of the PGW Team! Manager, IS Service Desk & Operations The Manager, IS Service Desk oversees the daily operations of the Client Contact Center team, ensuring that technical issues reported by internal staff and external business users are resolved efficiently, effectively and professionally. This manager designs, enforces and monitors key performance indicators and service level agreement requirements in-line with corporate goals and objectives. This role supervises the team of Service Desk Analysts, maintaining a smooth workflow and balance to the IS Service Desk. The position establishes support protocols, monitors ticket queues, coaches’ staff and managers. This position provides leadership to production systems and support personnel including Data Center, Help Desk, Desktop Support, Training and Asset management operation teams ensuring service levels are consistent with current business needs and future requirements.

Requirements

Bachelor’s degree in business management, Computer Science, Information Services or related area of study.
3 to 5 years’ experience managing a enterprise Service or Help Desk.
Proficiency with ticketing systems such as Jira Service Management, Genesys Cloud contact center and customer experience platform.
ITIL 4 Foundations certification required.
Technical knowledge of desktop support, networking and software troubleshooting.
Knowledge of the business environment, systems architecture, and network operations with the ability to plan and manage day-to-day operations of service desk operations.
Strong understanding of performance metrics such as FCR (first contact resolution), response time, resolution time and analyst utilization rate.
Strong analytical skills with the ability to interpret data and drive improvements.
Proven record of strong leadership and people management skills.
Excellent communication, interpersonal, and customer service skills.
Proficiency in all Microsoft Office products.

Nice To Haves

HDI Support Center or Desktop Support Manager Certification Preferred.
CompTIA A+ or Network+ certifications are recommended.

Responsibilities

Operational Oversight
Develop and execute the strategic vision for the service desk, establish alignment with IT roadmap and overall corporate objectives.
Define and enforce ITIL-based processes (Incident, Problem, Change, and Knowledge Management) across the enterprise to establish and enhance the vision for service, quality, delivery and efficiency.
Champion and implement continuous service improvement (CSI) initiatives.
Provide operational service oversight and management of daily activities across multiple sites, monitoring real-time ticket queues and balancing workloads to prevent bottlenecks.
Serve as the primary liaison between the service desk, IS leadership, and business stakeholders, communicating performance metrics, influencing decisions, and managing expectations effectively.
Maintain a quality enterprise knowledge base to encourage and promote self-service to improve resolution rates.
Participate in disaster recovery and business continuity planning scenarios.
Research and implement new IT service management technologies and platforms and collaborate with project teams to ensure the service desk is prepared to support new enterprise initiatives.
Provide operations support to PGW’s production environments, coordinating and communicating resolutions to system operation problems on an enterprise level, resource and scheduling conflicts and ensuring adherence to all standard practices and procedures.
Research and recommend tools and resources to satisfy operational requirements.
Perform situation analysis and oversees timely problem solving.
Ensure Service Desk systems and software are properly configured and maintained.
Perform as the liaison between the service desk and other IS areas or business units.
Act as an escalation point complex technical issues and collaborate with other IT teams to resolve them.
Act as the ultimate point of contact for major incidents and high-priority technical issues that cannot be resolved by standard support tiers.
Performance & SLA Management
Coordinate and establish operational metrics on systems, databases and network performance.
Develop procedures for problem management, incident management, and system and network changes to ensure IS operation standards, processes, and procedures are maintained.
Manage collaboration with vendors, industry peers, and professional associations to keep staff informed of existing and evolving industry standards and technologies; recommend courses of action to maintain cost-effectiveness and competitiveness.
Create, monitor and report KPI’s on team performance, ticket trends, resolution times and other service desk performance indicators.
Utilize data analysis and performance metrics to identify trends, pinpoint systemic issues, and make informed decisions to optimize service delivery and reduce recurring incidents.
Communicate service desk performance and strategic updates to senior management and other departments.
Identify reoccurring technical issues and recommend process improvements.
Manage user satisfaction surveys and support feedback loops.
Use data analytics to identify recurring issues and drive automation initiatives, such as implementing AI chatbots or self-service portals, to reduce operational costs.
Team Leadership and Development
Recruit, train and mentor subordinates, including workforce planning, career development paths and fostering a customer-centric culture.
Manage the coordination of direct reports in the preparation, documentation and participation in Disaster Recovery and Business Continuity initiatives. This includes the routine maintenance of offsite documentation and media required for the recovery process as well as preparation for and participation in Disaster Recovery tests and post-test reporting.
Monitor subordinate project teams work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as required.
Ensure subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable.
Develop and manage the onboarding process for new employees, interns, and onsite contractors/consultants’ company wide. Develop and execute the technology portion of the employee orientation process and guides with HR.
Maintain technical resource guides and quick reference documents for AI chatbots and internal Wikis.
Maintain documentation of policies, procedures, troubleshooting guides and support scripts.
Vendor & Budget Management
Manage vendor relationships and monitor their performance against contracts and SLAs.
Manage negotiations with vendors on upgrades and acquisitions; recommend courses of action to maintain cost-effectiveness and competitiveness ensuring PGW receives most cost-efficient products available.
Coordinate contract and procurement efforts for service desk tools and technology
Budget for and monitor service desk expenditures for operations and capital investments.
Allocate Service Desk project related budgets consistent with PGW’s strategic and operating plans.
Develop justification for all capital projects and justification for all variances for the operating budget. Assist with the budget development process and manage the spending for related areas of responsibility for both operating and capital budgets.
Other Related Functions
Ensure all Service Operations projects align with PGW and IS Strategic Plans; work with IS Senior Team to develop, monitor and maintain systems that ensure alignment throughout implementation of the project.
Anticipate and identify issues inhibiting the attainment of project goals to develop and implement corrective action.
Perform other special projects and assignments as directed.