Con Edison is seeking a dynamic and forward-thinking systems manager to lead our IT Digital Workplace Experience Service Desk and Operations team. In this pivotal role, you will oversee both internal staff and managed service provider partners to deliver exceptional services across the organization. This role oversees the Service Desk, Incident Management, Network Operations Center (NOC), end user asset management, and IT lab responsible for workstation images and packages. The ideal candidate will drive innovation and continuous improvement, ensuring a seamless and high-quality services for all employees while championing best practices in service desk and operations.

Required Education/Experience

• Bachelor's Degree and a minimum of 8 years' work experience to include at least four (4) years' experience in IT Operations in any industry. or
• Master's Degree and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry.

Preferred Education/Experience

• Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred. and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry. Training and/or certification in one or more domains desired, e.g., IT operations, project management, business/process architecture or redesign.

Relevant Work Experience

• 2+ years experience in vendor management or infrastructure operations, required.
• 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.
• Ability 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.
• 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 service desk, incident management and network center operations, proficient with windows and mobile devices, preferred.
• Hand-on expertise with ticket management systems and monitoring tools such as Service Now, SCCM, Intune, etc., preferred.

Skills and Abilities

• Ability to analyze and interpret financial data
• Excellent interpretation of complex statistical data
• Demonstrated customer service skills
• Excellent collaboration and team building skills
• Instills commitment to organizational goals
• Ability to inspire and develop staff
• Possesses flexibility to work in a fast paced, dynamic environment
• Project Demonstrated project management skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
• Ability to drive multiple projects to successful completion
• Ability to represent the company with external constituents

Licenses and Certifications

• Driver's License Required
• Project Management Professional (PMP) Training and/or certification in Project Management is a plus. Preferred

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Ability to read small print and symbols

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able and willing to travel within Company service territory, as needed.

Core Responsibilities

• Take the lead in transforming Service Desk operations, delivering fast, expert support that empowers employees and makes a real impact on their daily work.
• Drive Incident Management, skillfully resolving challenges and escalating complex issues, ensuring our business runs smoothly and efficiently.
• Supervise the Network Operations Center (NOC), playing a pivotal role in keeping our systems reliable and our people connected.
• Champion end user asset lifecycle and inventory management, optimizing technology investments and ensuring everyone has the tools they need to succeed.
• Manage and oversee both internal staff and managed service provider partners to deliver exceptional services across the organization.
• Oversee our innovative IT Lab, spearheading the creation and deployment of workstation images and apps that shape our digital workspace.
• Lead and inspire our Managed Service Provider (MSP) partners, setting high standards and driving performance to exceed service level agreements.
• Develop smart operational metrics, uncover opportunities for improvement, and lead initiatives that advance the entire organizations technical capabilities.
• Validate vendor performance and process payments in partnership with the Vendor Management Office.
• Identify opportunities for continuous improvement, refine service agreements, and recommend new standards to elevate end user services.
• Manage projects, including planning resources, scope, budget, schedule, and deliverables.
• Stay informed on industry trends and best practices and develop strategies to advance end user services operations.
• Communicate and influence IT strategy, representing Service Desk and Operations at senior executive meetings.