Service Desk Team Lead

Title: Team Lead, Service Desk

Location: Houston

Who We Are

Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, and Tara Energy.

Job Summary

Working as part of the Global IT Operations team, the Service Team Lead role is to lead and manage JE IT Service Desk team located in the US and Canada. This role is responsible to provide best in class customer service with a focus on complete and timely resolutions to the technical needs of our end users. The Service Desk team this role is responsible for is located in USA, Canada, and India. The Service Desk Team Lead is expected to be an advocate and involved in all aspects of managing growth, service, and support of the business with adoption of the ITIL framework. The ideal candidate is able to lead a team of Service Desk Analysts, demonstrate strong process adherence, and a commitment to continuous improvement. Focus on delivering excellent end user experience and support is critical.

In order to achieve service excellence and be successful within the role, the individual must be able to manage and work in close collaboration with various internal teams and several third-party vendors. This role will require the individual to ensure consistent processes across vendors, enforce service level agreements, and undertake service escalations as appropriate.

Responsibilities

Lead the US and Canada Service Desk team to meet Service Desk KPIs and SLAs Driving JE’s on-boarding and off-boarding including process including equipment provisioning, identity and access management, audit, compliance and equipment decommissioning Ensure that the service delivery and customer satisfaction meets or exceeds published service levels objectives Leveraging ITIL methodology, continually refine and improve service operations in support of service strategy (e.g., service design, transition, and operations, monitoring, and systems management) Evaluate, monitor, and align successful operational performance against KPIs and business goals Work with senior leaders within IT to understand business needs and integrate those into a service delivery approach. Regularly maintain and present performance and health metrics to the IT management team Establish and maintain service level agreements for all service offerings (where needed) Effectively manage a device agnostics environment (i.e. Windows. OSX, iOS, Android, etc.) Working closely with other IT staff to effectively communicate issues, project milestones, and recommendations Conduct knowledge sharing within the team and take steps to institutionalize knowledge of managing various technical issues managed by Service Desk team Manage after-hours support for high priority incidents through offshore and on-call teams Deliver timely support services to the business through internal or external engineer and desktop support resources Proactively manage high priority tickets to minimize escalations and attend to escalations when needed Perform other duties as assigned

Requirements

Proven work experience in a leadership role with IT Support Desk function - minimum of 3 years in a Service Desk team lead or similar role, with combined 6 years of experience in this field Hands on experience with IT support desk tools and remote-control software Strong business acumen and customer-service orientation Solid technical background with the ability to provide clear and concise direction to a distributed team Proficient knowledge of enterprise Service Management solutions (e.g. IT360, Altiris, SCCM, Remedyforce, Salesforce ITSC) Continually demonstrate the ability to enhance the end user support experience Proficient knowledge of Microsoft applications (e.g. Office Suite, o365) Demonstrate ability to learn and support new applications and technologies Demonstrated leadership ability to make sound decisions and judgments Strong analytical and problem-solving skills with ability to quickly adapt to dynamic environments Excellent verbal and written communication skills, with a focus on active listening, tactfully navigating difficult situations, and demonstrating patience and good faith with end users Excellent time management and prioritization skills with a proactive approach to tasks Able to define and accurately articulate requirements for equipment purchase, work with vendors for purchase and deployment of equipment to end users Exhibit a can-do attitude and work well within fast-paced and high pressure environment Able to deal credibly and confidentially with business and technical users at all levels of the organization

Experience

Minimum 3 years of relevant experience in a leadership role with Service Desk function, IT operations management, and/or end user support, preferably in a geographically distributed organization. Experience with a global organization is preferred Three years managing and deploying Microsoft Office365 technologies and applications Familiarity with industry-related products and services offerings including Windows, OSX, Virtual Desktops, Office365, MS Teams, VoIP, and collaboration technologies Experience developing service desk operations to deliver a high level of customer satisfaction Effectively working with project teams to successfully deliver new services Experience implementing and optimizing operational processes to ensure continuous improvement Demonstrated ability to report operational performance based on key performance indicators

Education

BS degree in Computer Science, Information Technology, or equivalent proven experience

Benefits

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

We offer

Competitive compensation Performance based bonuses Comprehensive benefits package Health and wellbeing tools and resources and more…

Just Energy and its subsidiaries are an equal opportunity employer. We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply.

Primary Location

US-TX-Houston

Work Locations

TX-Hou-Westheimer

Job

Information Technology

Organization

US

Schedule

Regular

Shift

Standard

Employee Status

Team Leader

Job Type

Full-time

Job Level

Day Job

Travel

No