Con Edison is seeking a systems manager to lead their IT Digital Workplace Experience End User Services team to deliver exceptional end user support services, drive innovation, and ensure a seamless and high-quality technology experience for all employees.
Requirements
- 2+ years experience in vendor management or infrastructure operations, required.
- Ability to establish medium/long-term plans and priorities and estimate investment requirements, preferred.
- Thorough understanding of ITIL processes and vendor management, preferred.
- Experience with implementing or integrating commercially available infrastructure components, preferred.
- Strong understanding of cyber security principles, preferred.
- Previous experience in laptop, desktop and audio/video equipment support, proficient with windows and mobile devices, preferred.
- Hand-on expertise with ticket management systems and monitoring tools such as ServiceNow, SCCM, Intune, etc, preferred.
Responsibilities
- Oversee critical monitoring functions to ensure optimal performance and reliability of end user applications and devices.
- Work closely with the cyber security operations team to address and resolve cyber alerts and incidents that impact end users.
- Coordinate rapid IT responses to storms and operational challenges, ensuring minimal disruption to end user productivity.
- Streamline and integrate processes to ensure efficient handling of end user requests and seamless collaboration across IT domains.
- Manage service provider relationships to ensure service levels, deliverables, and commitments are met for end user support.
- Develop and track meaningful metrics with service providers to measure and enhance end user satisfaction.
- Stay informed on industry trends and best practices, and develop strategies to advance end user services operations.
Other
- Three (3) years supervisory / managerial experience, required.
- Excellent oral and written communication. Must be comfortable and skilled at managing customer expectations, required.
- Must be flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies, required.
- Able to communicate processes and give persuasive presentations. Must be able to interact with all levels of management and communicate technical concepts to a non-technical audience, required.
- Ability to handle multiple assignments with changing priorities while meeting deadlines, required.
