Mgr, IT Enterprise Service Mgmt

Overseeing all aspects of our IT service desk team including daily operations and ensuring that our clients receive top-notch service resolving software and hardware issues and concerns.

Responsibilities include setting performance targets, ensuring efficiency, implementing guidelines and technologies to improve the team’s productivity, and troubleshooting of complex issues.

Prioritizes client satisfaction and understands the impact of issue resolution in supporting the business

• Responsibilities include managing daily operations of the service desk, managing the service desk team, representing stakeholders, and helping to ensure that the service desk is constantly developing and improving.
• Managing escalated IT issues or complaints and resolving them promptly
• Setting and implementing service desk policies and procedures; Establish best practices through the entire technical support process.
• Coordinating with IT staff to ensure swift resolution of IT issues
• Training and mentoring service desk staff and reviewing their performance. Conducts annual performance management assessments.
• Reporting on service desk performance and metrics to upper management
• Ensuring customer satisfaction through timely and efficient service
• Maintaining a professional knowledge of new technologies, software, and systems to improve service delivery
• Responsible for selecting, coaching, training, managing, and developing employees.
• Conducting quarterly and annual performance reviews.
• Additionally implement and support company safety and security programs and policies.
• Performs any additional responsibilities as requested or assigned.
• Manage the Service Desk team and evaluate performance.

• Bachelor’s degree in Computer Science, Information Technology or relevant customer support field or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree).
• Knowledge in the Information technology field, including technical support of IT systems.
• Knowledge of information technology terms, equipment, systems, functions, and major vendors.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Solid analytical, problem-solving, and decision-making skills.
• Ability to prioritize and manage multiple tasks and projects concurrently.
• Customer-service oriented with a problem-solving attitude.
• Advanced team management skills with a local and remote workforce
• Ability to travel to company locations as required.
• Excellent written and verbal communications skills

Employees must be able to perform the essential functions of the position with or without an accommodation. We celebrate diversity, equity, and inclusion, and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Position descriptions are developed as guides for the employees of Berkshire Hathaway Energy Company. The management team of Berkshire Hathaway Energy Company reserves the right to modify job responsibilities and position requirements to meet the corporate business goals and needs.