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    IT Service Desk Manager - Honolulu, United States - Sunrun

    Sunrun
    Sunrun Honolulu, United States

    1 week ago

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    Description
    Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.
    Overview

    This individual in this position will be responsible to manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and to oversee all Service Desk staff, processes and technology to ensure that service levels are achieved.

    This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents and service requests, including the monitoring, tracking and coordination of Service Desk functions.

    Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

    Also responsible for planning, designing, and analyzing the organization's service desk according to best practices while ensuring high levels of customer service quality and availability.

    The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

    The individual will be part of a team that supports a wide range of departments across the country.
    Responsibilities
    First stage of escalation for incidents, should these not be resolved within the agreed service levels
    Ensure that all day-to-day operational activities are carried out in a timely and reliable way
    Oversee the development, implementation and administration of service desk staff training procedures and policies
    Train, coach and mentor Service Desk Technicians and other junior staff
    Plan and conduct performance appraisals of Service Desk staff
    Provide assistance and guidance to Service Desk Team
    Create progression plans, understand employees passions, and what drives them, and encourage employees to pursue their career ambitions
    Provide tools to help them achieve their goals
    Establish portfolio of team skills; and then rate, and establish employee development plans aligned with such skills
    Ensure appropriate training initiatives for new and existing Service Desk staff
    Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
    Monitor incident trends and anticipate potential problems for proactive resolution
    Manage the processing of incoming tickets to the Service Desk via both telephone and email to ensure courteous, timely and appropriate prioritization/escalation of end user issues
    Oversee development and communication of help sheets, incident models and FAQs for end users
    Establish Service Desk metrics, delivering statistical reporting on a daily, weekly and monthly basis
    Develop system for customer satisfaction measurements
    Perform customer satisfaction analysis and reporting
    Develop and support ITIL processes for ITIL Service Support framework working with other IT Managers and integrate within Service Desk function
    Communicating to other managers when procedures are incomplete, or non-existent
    Keep logs on what requires changes
    Develop and enhance the Service Desk tools increasing support of the business needs and addressing areas of inefficiency in how problems are identified, documented, assigned and corrected
    Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations, and work with operations team to institutionalize and update policy and/or procedures
    Oversee Service Desk Triage to set initial priority of inbound tickets to properly utilize Service Desk resources
    Maintain awareness of emerging products, services, protocols and standards in support of service desk technology procurement and development efforts
    Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed
    Will drive Ticket Deep Dive and develop strategies for improvement
    Work to make Service Desk the single source of truth and service delivery channel for IT
    Monitor and manage phone queue (participating in escalated calls as needed)
    Develop and maintain mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
    Assist when necessary in ticket processing to support SLA commitments
    Responsible for recruiting, employee retention, and staff growth
    Qualifications
    High school diploma or equivalent
    Minimum of 7 years recent experience in similar position
    Communication skills (written and verbal) and interpersonal skills
    Complete familiarity with personal computers
    In-depth Knowledge of Microsoft Windows 7 and 8
    Basic understanding of a Windows Active Directory
    Prior experience working in an Enterprise IT team
    Knowledge of networking concepts (TCP/IP, DHCP, DNS, VPN, LAN, WAN)
    Must have strong analysis, design, and project management skills
    Ability and willingness to influence a team and peers
    Windows Domain 2003/2008 experience
    ITIL Foundations Certificate
    10 or more years' experience as a Help Desk / desktop support technician supporting end users locally and remotely in a corporate work environment
    Technical expertise in Microsoft Windows operating systems versions 7/8
    An understanding of MS Office 2010/2013/O365
    Prior experience with Google Apps for Business (Gmail, Docs, Sheets, Drive, etc.)
    Desktop imaging applications
    Demonstrate analytical and root cause troubleshooting skills
    Ability to work with external vendors
    Setup and troubleshoot all types of end user devices such as computers, laptops, soft phones, desk phones, mobile devices, printers and scanners
    Microsoft or Apple certification a plus
    Physical Demands
    Be able to remain in a seated position for more than 50 percent of the workday
    Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment
    Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds
    Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine accuracy of the work assigned

    Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act.

    It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed.

    Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower.

    Please speak with your recruiter to learn more.
    The starting salary/wage for this opportunity is: $107,546 to $138,274.

    Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards.

    Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

    A candidate's salary history will not be used in compensation decisions.

    This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role.

    It is not designed to be a comprehensive inventory of all essential duties and qualifications.

    If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at .

    Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments.

    At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.

    We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law.

    We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.

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