Leadership support & guidance for the teams: Service Desk, Desktop Support & Mobility Services. Providing a strategic guidance and road map for the team from staffing, technology, asset management, deployment and IT related procurement perspective. Leadership support for financial spend, planning for future year budget both from maintenance & any capital enhancement aspects. Mentor the team on executive support aspect and set appropriate expectation. Providing leadership communication during incident management, guiding the team working with cross functional leaders for the notifications that are sent across. Responsible in mentoring leaders within the team for career development and progression. Provide guidance to the team for any software purchases via business purchase card working closely with supply chain team & ensure to get an amendment from procurement analyst before using the p-card for payment.
Grade: 19
Deadline to apply: 12/5/2024
Task and Responsibilities
- Lead technical support teams providing administrative support for some enterprise applications.
- Mentor and coach reporting leaders on setting appropriate expectations from Employee Engagement and Financial perspective.
- Identify and recommend process improvements that significantly reduce workloads and improve quality.
- Proactive, with strong decision-making skills. The ability to identify, prioritize, and articulate the highest impact tasks
- Manages and report the critical systems metrics working with application owners monthly once and update the CIO
- Continue to educate team and leaders to be compliant, follow certain process, procedures and reiterating more often on the information policies & guidelines.
- Evaluate next generation software asset management tools to provide the capabilities to deliver continuous software license compliance and software spend optimization.
- Enabling enterprises to gain visibility and control of IT assets, reduce ongoing software costs, and maintain continuous license compliance. Provides on-demand support including 24 x 7 on-call coverage for emergencies.
- Manages project activities involving cross teams including but not necessarily limited to: identifying scope, objectives and deliverables; assigning qualified project team members; coordinating, scheduling and overseeing development, testing and implementation activities; identifying and communicating risks; maintaining lessons learned documentation; ensuring development of communication plans and training plans, tracking the risks and issues, communicating with senior leadership on the progress of the projects as part of transparency and visibility.
- Assists domain analysts with planning, communicating and publishing work schedules and prioritization.
- Maintains relevant leadership and process skills and expertise through independent research, training and/or conference attendance and participation.
- Prepares relevant reporting, data/trend analysis, makes recommendations and provides reports to Senior Leadership.
- Communicates effectively in written and verbal form according to established cadence which may include preparing content and facilitating regularly scheduled meetings.
- Serves as a cross-functional resource, engaging with internal customers in various business units in EIT and other parts of the CPS organization as needed.
- Effectively engages with vendors as needed. Maintains records, responds to audit requests and ensures compliance.
- Develops O&M budget and develops and manages Capital budget for departmental activities.
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
- Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
- Previous experience managing major incidents and leading Root Cause Analysis efforts
- Excellent communications skills and ability to comfortably and effectively interact with executive teams, senior leadership, technical folks etc.
Minimum Skills
Minimum Knowledge and Abilities
Direct management or supervisory experience.
Prior extensive experience handling major incident management, IT Service desk and NOC teams.
Ability to be flexible and understand the changing environment.
Demonstrated ability to identify process improvement opportunities and implement solutions.
Familiarity with ITSM ticketing and/or service management tools (e.g.: Cherwell, Remedy, ServiceNow).
Must have favorable driving record
Preferred Qualifications
- ITIL Foundation Certification
- Knowledge Centered Support Foundation Certification
- HDI Technical Support Professional or HDI Problem Management Professional Certification
- Other certification(s) relevant to specific process domains
- Valid Class C Texas Driver's License
CPS Energy
145 Navarro
San Antonio
Texas United States
www.cpsenergy.com
