Quanta Services

  • Mgr, Service Desk

    Job Location US-TX-Houston
    Requisition ID
    2018-1526
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Quanta Services safely provides engineering, procurement and construction (EPC) services for comprehensive infrastructure needs in the electric power and oil and natural gas industries. With a workforce tens of thousands strong and offices across North America and abroad, Quanta is the premier provider in the industries it serves.

     

     

    The Service Desk Manager directs all Service Desk staff ensuring that customers are receiving an appropriate level of services, and maintaining the ownership of the relationship between Quanta Corporate and all OpUs.

    Assists the Service Delivery Account Managers to assure the quality and responsiveness of all services provided by Quanta Corporate. Responsible for the regular day-to-day activities of the IT Service Desk, including managing all procedures related to identification, prioritization and resolution of requests, incidents and problems. Plans, designs, and analyzes the organization’s Service Desk according to best practices that are consistent with Quanta Services culture and business processes. Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.

    Responsibilities

    Strategy & Planning

    • Develops Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
    • Develops procedures that outline how problems are identified, documented, assigned and corrected.
    • Analyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
    • Plans and conducts performance appraisals and coaching of Service Desk staff.

    Acquisition & Deployment

    • Collaborates with other departments to identify and/or procure Service Desk software for internal staff and external clients.
    • Conducts research on emerging products, services, protocols and standards in support of Service Desk technology procurement and development efforts.
    • Serves as a liaison with vendors for the procurement of new systems technologies; oversees installation and resolve adaptation issues.
    • Ensures appropriate training initiatives for new and existing staff.
    • Performs purchasing and deployment of the tasks, as necessary.

    Operational Management

    • Manages the processing of incoming requests to the Service Desk via telephone, e-mail, web portal, walk-in, or other channels to ensure courteous, timely and effective resolution.
    • Develops and enforces request handling and escalation policies and procedures.
    • Tracks and analyzes trends in Service Desk requests and generate statistical reports.
    • Assesses need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
    • Identifies, recommends, develops and implements end-user training programs to increase computer literacy and self-sufficiency.
    • Oversees development and communication of help sheets, usage guides and FAQs for end-users.
    • Attends training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
    • Oversees the development, implementation and administration of Service Desk staff training procedures and policies.
    • Supervises daily operations of the Service Desk team: analyzes workload, determines work priority, assigns duties, and oversees work progress and staff development.
    • Trains, coaches and mentors Service Desk Analysts and other junior staff.
    • Educates the team to propose and evaluate new service offerings, advocating customer requirements and perspective and maintaining alignment with IT roadmap.
    • Establishes and maintains Asset Lifecycle Management practices and procedures, partnering with other IT teams (e.g. IT Procurement).
    • Owns, promotes and maintains Knowledge Management strategy and material that improves analysts’ performance and empowers customers to perform self-service activities.
    • Serves as a primary point of escalation to manage the relationship between clients and other IT teams for existing services.
    • Contributes to escalated incident resolution by giving in-person, hands-on support to end-users when necessary.

     General Functions

    • Adheres to internal standards, policies and procedures.
    • Performs other duties as assigned.
    • Travels up to 5%

    Qualifications

    Bachelor’s degree in the field of computer science or related discipline and 8 years of experience, including 3 years managing employees, or 12 years of equivalent work experience, including management experience.

     

    Computer Skills: all mentioned below computer skills are required, Intermediate level of proficiency

    • Windows OS;
    • Computer Management Applications (Console);
    • Active Directory (Accounts, Groups, GPs, Security, etc.);
    • MS Office Suite;
    • Exchange and Outlook;
    • Imaging;
    • Software Deployment;
    • Desktop Native Applications;
    • Cloud Applications;
    • Client-Server Applications;
    • Mobile Applications;
    • MDM Applications;
    • ITSM Applications;
    • Browsers;
    • Add-ons and others related to the function.

     

    Other Required Knowledge and Skills:

    • Extensive application support experience with Windows applications
    • Extensive knowledge of computer hardware
    • Extensive experience with ITSM solutions, implementation and processes
    • Working knowledge of a range of diagnostic utilities
    • Working knowledge of software deployment tools (SCCM)
    • Experience with desktop and server operating systems
    • Proven track record of developing and providing SLAs and Service Desk deliverables
    • Demonstrated progressive experience in the management of a technical-service-oriented support team

     

    COMPETENCIES

    • Applies and adheres to established company and location safety values, culture and work processes & procedures; actively participate in safety rituals.
    • Communicates effectively and efficiently with technical and non-technical audiences at all levels of organization; utilizes appropriate communication channels for given situations; employ a range of communication styles and techniques; act as a Subject Matter Expert (SME) for client relationship management and main point of contact to all IT related escalations.
    • Trains, motivates and prepares the Service Desk team to act professionally and tactfully at all times and in all situations; maintains a professional demeanor and appearance; recognizes, be sensitive to and be respectful of global and cultural diversities; empower the team to fulfill role as the “Voice of Information Technology”.
    • Builds leveraging relationships & teamwork environment with clients, peers and other IT teams that facilitate knowledge and information sharing; contribute to team’s body of knowledge; being recognized as a dependable member of team and a source of positive energy and attitude for clients and team.
    • Produces and expects high quality work results with a sense of urgency while maintaining a high level of focus on detail, exactness and completeness.
    • Performs work in a client embedded without direct supervision; recognizes, navigates and influences organizational and interdepartmental politics; manages multiple tasks and priorities.
    • Ability to research and suggest technologies, products, applications and procedures that area applicable to the Quanta environment and IT roadmap.
    • Ability to diagnose business challenges, suggest and implement technology solutions taking into consideration business requirements and the current environment.
    • Exceptional interpersonal skills, with a focus on listening and questioning skills.

    Quanta Services is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, genetic information, protected veteran status or any other protected characteristic, in accordance with governing law.

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