IT Service Desk, Supervisor

IT Service Desk, Supervisor

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Date : Feb 5, 2025

Location : PHOENIX, AZ, US, 85021-1808

Company : APS

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise : Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

IT Service Desk, Supervisor

Are you a proactive leader with a passion for delivering top-tier IT support? We’re seeking an IT Service Desk Supervisor to oversee a team of IT support technicians and manage vendor services, ensuring seamless workstation operations across the organization.

In this role, you will :

Lead and mentor an internal team, driving performance and service excellence.

Oversee managed and vendor services to optimize IT support operations.

Collaborate across IT and business units to identify and resolve technical challenges.

Define priorities, schedules, and operational plans to align with organizational goals.

Make data-driven decisions, balancing policies, processes, and business needs.

What we’re looking for :

Leadership experience in IT support or service desk operations.

Strong problem-solving and decision-making skills in a fast-paced environment.

Ability to communicate effectively with technical teams and business stakeholders.

Experience in vendor management and IT service improvement initiatives.

Take the next step in your IT leadership journey—Apply today!

Minimum Requirements

IT Service Desk, Supervisor

Bachelors' degree in Information Technology or related field

AND three (3) years' prior relevant experience or equivalent combination of education and directly related experience.

Requires knowledge of job area typically obtained through education combined with experience.

Demonstrated leadership skills.

Preferred Special Skills, Knowledge, or Qualifications

Strong customer service ethic

Ability to prioritize and quickly resolve issues

Excellent verbal communication skills

Excellent analytical and problem-solving skills

Effective prioritization and project management skills

ITSM and ITIL 4 experience or certifications

Service Now experience and knowledge

Experience with managing services from vendors. This includes oversight of service delivery and service levels

Experience in supporting regulated environments

Major Accountabilities

Leads the day-to-day activities of a team in the delivery and maintenance of systems solutions to support the user experience of our internal end users

Provides leadership and oversight to our managed services vendors, specifically the help desk and field services, and vendors providing printers, mobile device services, and telephony expense management.

Reviews metrics to ensure that vendors are meeting service level agreements and identifies opportunities for improvement at varying cadence.

Report on health of the help desk and support using uptime and ticket-related performance metrics

Partner with IT and business personnel to discuss the impact of incidents on products and services

Participate in developing business support standards, processes and procedures, and guidelines for incident management

Ensures audio and video enabled meeting spaces are functional including all common shared workspaces which have peripherals to support on-site work.

Responsible for Knowledge Management within ITSM model including any integrations that rely on knowledge content.

Leads the team in the resolution of technical issues by identifying, recommending, and implementing appropriate solutions

Ensure corrective actions are taken and failures and impairments are resolved in a timely, effective, and efficient manner

Supports peer IT teams in various planned activities to ensure the help desk is prepared for increased support requests

Assigns, directs, facilitates, reviews and approves unit work activities to ensure effectiveness and productivity of the work unit.

Develops and retains a highly skilled technical team by implementing performance management program and ensuring staff has the technical and business skills to support the objectives of the organization.

Export Compliance / EEO Statement

This position may require access to and / or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.

Home Based : Home based employees primarily work from their home offices and come into an APS facility on an as-needed basis.

• Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
• Working from a home office requires adequate technology and an appropriate ergonomic set up.
• Role types are subject to change based on business need.