EnerNOC, a leading provider of demand response and energy efficiency solutions, has an immediate need for a Senior Manager of IT Operations. This position is responsible for management of the IT Operations and Help Desk function. Responsible for ensuring that the IT Help Desk delivers an excellent level of service and support to EnerNOC employees worldwide. Defines, documents and communicates our Help Desk service delivery process to all IT personnel and all EnerNOC employees. Ensures that metrics exist that measure our service delivery effectiveness, and issues a monthly report of these metrics. Regularly monitors open tickets and reassigns priorities as needed. With regards to IT Operations, this position is responsible for managing the performance of various first level system administration functions, such as login account provisioning, password resets, system monitoring, mobile device support and the like.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Responsible for management and oversight of the IT Help Desk for EnerNOC. Actively monitors incoming call queues, and ensures that all tickets are handled in accordance with our service delivery standards. Assigns tickets to Help Desk Specialists, and monitors performance and timely resolution. Follows up with other IT groups (IT Applications, IT Infrastructure, IT Security) to review the status of open tickets assigned to these groups. Escalates issues as needed to CIO.
Responsible for ensuring that overall IT Help Desk service levels are consistently very good to excellent. Ensures that the Help Desk team displays the characteristics of a high quality service organization: reliable; responsive; competent; accessible; professional; credible; timely communication; understands the need of our users; and provides tangible results from our service activities.
Responsible for designing, documenting and communicating the IT Help Desk Service Delivery process, and associated response time standards and service levels. Ensures that all Help Desk process documentation is updated regularly. Communicates regularly with EnerNOC employees to ensure that they understand how to access and request various IT services.
Responsible for defining, assembling, producing and reporting upon key performance indicators (KPI’s) and metrics associated with the IT Help Desk on a monthly basis. Reports summary results to IT Management, and proactively identifies issues and opportunities for improvement. On a weekly basis, conducts customer satisfaction phone surveys with randomly selected EnerNOC employees who recently submitted an IT Help Desk ticket, in order to ensure that our service levels met expectations. Proactively contacts selected, key users to identify any IT issues that may be unreported.
Responsible for implementing an ITIL framework for IT Service Delivery. Achieves ITIL certification, and serves as resident expert of ITIL framework and standards. Drives a mindset of continuous improvement within the entire IT organization. Ensures that all team members receive training in the ITIL framework.
Maintains strong technical expertise in key technologies in use within EnerNOC. Able to personally troubleshoot and resolve tickets as necessary. This includes areas such as: operating systems, browsers, voice and data networking, remote access, video conferencing, Outlook email client, Exchange, VPN’s and the like.
Responsible for “owning” the ServiceNow IT Service Management application. Serves as primary user sponsor and super user. Maintains complete and thorough understanding of features, functions and capabilities of ServiceNow. Working with IT Applications, meets quarterly with the ServiceNow account team to discuss issues, needs, upcoming new functionality, training and the like. Defines and produces alerts, reporting, workflows and etc within ServiceNow.
Responsible for project planning and management on all assigned projects. Develops written project plans for significant projects, technology deployments and the like. Ensure that projects are completed on time and within budget. Responsible for proactively identifying issues, working with appropriate people to resolve these issues, and escalating issues to management’s attention as appropriate. Ensures that project structure, organization and resource levels are sufficient to enable successful completion of projects.
Works with the CIO to identify overall annual/quarterly goals and objectives. Takes high level goals and objectives, and converts them into detailed, written SMART goals (specific, measurable, agreed to, realistic and time based). Participates in Quarterly Goal Review meetings. Produces monthly status report which highlights accomplishments against goals for past month, plans for coming month, and key issues and concerns.
Provides input for annual budgets for the IT Operations and Help Desk area. Meets monthly with Financial Planning and Analysis (FP&A) team to review actual expenses and to revise forecast as needed.
Demonstrates a high degree of initiative in recommending enhancements and improvements to the IT infrastructure. Develops and maintains a strong understanding of the EnerNOC business and a strong working relationship with key people within the company. Responsible for providing high quality, consistent service levels to our employees and customers.
Demonstrates a high degree of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written and listening communication skills. Demonstrates strong skills in cross-functional teamwork and influencing skills. Assists the CIO in the management of the organization through the effective utilization of these skills. Able to operate with a high degree of autonomy, requiring limited direction and supervision in order to achieve goals and objectives. Works effectively with all levels of employees within the company.
Performs timely and effective management of staff personnel, including job definition, goal setting, performance reviews, employee recognition, equal opportunity and employee communication. Recruits and hires staff. Supervises direct reports. Establishes individual performance goals and priorities. Develops job descriptions for each position/job function within your team, and updates them annually. Reviews performance against goals. Provides coaching and counseling as needed. Develops and implements training plans for each staff member. Plans and recommends salary increases as appropriate. Manages the performance improvement process as necessary, up to and including terminations. Responsible for ensuring a highly skilled, motivated and well trained staff, while also minimizing turnover. Ensures that all performance reviews, training plans and development plans are completed on schedule. Manages the delivery of support services from contractors and consultants as needed.
Maintains technical, management and interpersonal skills through training and career development programs. Develops and maintains an in-depth and advanced knowledge of relevant technologies. Advises management of the benefits of new and emerging technology as it relates to business problems or opportunities.
Assumes other accountabilities and duties as required.
Bachelors Degree in Computer Science, Engineering, Management Information Systems or related field required. Masters Degree preferred.
5-7 years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, programming & scripting, and other IT technology areas.
Excellent verbal communication, written communication and presentation skills.
Strong technical, project management and interpersonal skills.
Strong people management skills.
Working Toward a Clean Energy Future!
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