OPPD is hiring a Manager Service Desk. This key role will supervise, manage, and lead the Technology & Security Service Desk staff and has overall accountability for the day-to-day activities and performance of the Service Desk. The Manager Service Desk is responsible for ensuring the Service Desk staff provides outstanding technical support and service to Business Partners while striving to achieve First Call Resolution for reported incidents and service requests through industry best practices. The leader will play a key role in creating a culture focused on safety, service excellence, technical systems availability, and continuous improvement.

　　Management of People: Effectively apply OPPD's Management Leadership Practices (MLPs) in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection, and ongoing development.

　　Accountable for overseeing the Service Desk's day-to-day operations, ensuring sufficient staffing coverage is provided across the scheduled operating hours to respond to phone calls, Business Partner generated tickets, and system-generated tickets.

　　Track and analyze trends and drive Service Desk work that cannot be automated by establishing standardized procedures that ensure consistently high-quality work.

　　Provide oversight and direction to escalated problem resolution and project-related activities when the team has assigned tasks or projects the supervisor is helping to sponsor or lead.

　　Collaborate with other leaders in the TS organization to synchronize efforts to provide excellent service to OPPD Business Partners.

　　Qualifications

　　Required:

　　Bachelor's degree, preferably in a related field and 3-5 years of experience as a manager or in a Service Desk environment or a combination of education and work experience that provides the necessary skills to perform the essential job functions.

　　Five (5) years of experience in a desk-side support or Service Desk Analyst role and three plus years managing or leading a team.

　　Solid knowledge of personal computer software and hardware, mainly laptops, desktops, Windows 10, Microsoft Outlook, Microsoft Office product suite, Active Directory, and Exchange.

　　General understanding of TCP/IP and network equipment.

　　Excellent customer service and interpersonal skills are required, including communicating clearly and professionally, both verbally and in writing.

　　Must be able to work independently with minimum supervision. Requires the ability to effectively prioritize and execute tasks in a high-pressure environment.

　　Require exceptional organizational skills, problem-solving skills, and flexibility in changing priorities.

　　Requires ability to work after-hours and be on-call to implement workstation solutions to limit impact/exposure to Business Partners.

　　Be a team player with the ability to share knowledge and develop colleagues for the overall benefit of the team and organization.

　　ITIL V4 certification (Must be complete within six months if not currently certified).

　　Desired:

　　Masters Degree in a related field.

　　Experience as an active participant in ITSM process activities such as Incident, Problem, Change, and Release Management.

　　Additional ITIL Certifications.

　　Experience transforming a Help Desk into a Service Desk or other experience driving positive

　　Closing Statement

　　Level S7

　　Foundation: $115,182

　　Midpoint: $143,977

　　At Omaha Public Power District , we're passionate about three things: power, the people who make it, and the people who rely on it.

　　WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.

　　WE¿RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We're dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.

　　OUR JOB: To provide power with a purpose. We have real impact - on people's lives, on the environment, and on the future of energy. We're always looking for bright, capable people who want an opportunity to lead from where you are wherever you are nd know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.

　　How To Apply

　　Apply online at www.oppd.com on or before February 2, 2024

　　Recruiter: Patique Collins - [email protected] #LI-PC

　　PLEASE NOTE - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.