Manager, Service Desk

Plains All American•Houston, TX

19h

About The Position

Plains All American is an industry-leading transportation and midstream provider specializing in transportation, storage, processing and marketing solutions for crude oil and natural gas liquids (NGLs). We own an extensive network of pipeline transportation, terminalling, storage and gathering assets in key crude oil and NGL producing basins and transportation corridors and at major market hubs in the United States and Canada. On average, Plains handles more than 6 million barrels per day of crude oil and NGL in its Transportation segment. The company is headquartered in Houston, Texas. We are looking for highly-motivated individuals who enjoy working as part of a team in a dynamic and entrepreneurial work environment. This position plays a critical role in delivering highly effective and secure desktop & access services to the organization’s users in the Plains North American footprint. The successful candidate will be a highly motivated individual with a proven track record of delivering end-user computing services by driving service excellence and continuous service improvement. The selected candidate will be eligible for company benefits including Medical, Dental, Vision, Paid Time Off (PTO), and Free Parking.

Requirements

University degree in computer science, business administration or a related discipline or the equivalent combined with extensive directly related experience working in a Client Service or End User Computing area
Minimum 5 years of experience in managing, planning and provisioning of end-user computing services (Service Desk and Deskside)
Experience in implementing IT Service Management (ITIL) best practices
Proven team leader and team builder, with ability to motivate people and foster a positive team environment
In-depth knowledge of end user computing technologies
Excellent customer service skills and the ability to understand the needs of clients and ensure delivery of quality service
Advanced problem solving skills and the ability to develop creative solutions
Ability to work comfortably in a fast-paced, ever growing and changing environment
Demonstrated experience and ability to lead, motivate and coach operational support teams
In-depth knowledge of Windows desktops, mobile device management, printer platforms, IT procurement and asset management
Cleared criminal history (background) and satisfactory reference checks
Compliance with the Company’s drug and alcohol policy including pre-employment D&A testing
Applicants must be authorized to work in the U.S. for the duration of their employment

Responsibilities

Supervising and guiding internal and 3rd party Service Desk, Desktop Support and Access Admin teams to ensure consistent quality is provided across the corporation
Ensuring the maintenance of high levels of availability of meeting room technology, printers, desktops and mobile devices
Implementing and monitoring the adherence to ITIL processes and identifying opportunities for process improvement
Maintaining relationships with key vendors to ensure effective support and management of product roadmaps
Ensuring asset management tools are being used and configuration items are being tracked and reported on
Guiding the process of setting end-user computing standards
Creating metrics and providing statistical evaluation to allow for continual service improvement (CSI)
Coordinating all end user computing services, operational activities, processes and resources
Providing value to the creation and ongoing maintenance of critical end user computing service roadmaps
Participating in the maturation of operational standards, processes and procedures in an ongoing effort to achieve service excellence
Managing, mentoring, fostering and developing the group of direct reports through strong leadership and a commitment to the success of the IT organization
Working with project managers and system stewards to oversee Transition to Operations process and ensure that support plans are documented for new and upgraded or enhanced services.