RWE Clean Energy, LLC, Valhalla
Functional area: IT / Digital
Remuneration: Exempt
The End User Services Manager oversees the day-to-day operations of the RWE CE helpdesk. The manager will ensure timely resolution of IT-related issues while maintaining high customer satisfaction. Develop and report key metrics to support, manage, and improve services delivered to RWECE. The manager is also responsible for developing, leading, and motivating several direct reports.
Responsibilities
- Oversee, support, and resolve all technical issues relating to end-user support on-site and remotely (e.g., users located at OT sites), resolve and close tickets raised by users, leveraging ITSM tooling.
- Raise requests with our corporate service providers and local suppliers, prioritize requests, follow up on open items, initiate escalations when necessary, and communicate/provide transparency to all stakeholders
- Be the primary contact person for users and other stakeholders, including colleagues from overseas, finding sustainable solutions for IT challenges within the given frame of set parameters by RWE CE’s leadership
- Ensure all conference room tech meets minimum expected operating standards and functions
- Enhance processes to ensure smooth on- and off-boarding of users
- Manage IT Inventory (e.g., users, hardware, and phone lines) and coordinate with other departments, including HR
- Purchase new equipment/hardware and software when required, raise purchase requests in SAP and other tools, analyze and compare prices, and perform the required expense reporting
- Prepare and manage hardware: imaging, backup, system recovery, software installation, and system administration, and maintain client database
- Develop and maintain standard operating procedures (SOPs) for the help desk, ensuring consistent and efficient support delivery
- Develop and publish Key Performance Metrics
- Train and on-board additional/temporary IT Staff and perform training sessions for new users
- Respond appropriately to IT security threats, communicate with our central Cyber Emergency Response Team, and take action when required
- Manage Help Desk resources to provide full Help Desk coverage during business and after-hours.
- Conduct performance evaluations, coach and mentor staff, and, when necessary, recruit, interview, and hire staff
- Perform other IT support duties as assigned
- Five to Ten years of management experience is required, including proven work experience managing the help desk
- Customer Orientation – High comfort and proven experience with direct user interaction and the ability to establish formal and informal relationships with multiple stakeholders of different cultural backgrounds.
- Experience in corporate/medium to large company environment, including coordination of interfaces to multiple suppliers/service providers preferred
- Very strong knowledge of Windows 10/11 Administration and state-of-the-art software, including MS Office
- Proven ability to customize ITSM tools specific to business needs and processes
- Demonstrated ability to define and document workflow processes, including automation of repeatable tasks
- Experience with ServiceNow! Is preferred
- Familiar with ITIL and ITSM concepts
- Demonstrated understanding of current endpoint device management tools such as MS Intune
- Ability to work independently and take initiative
- Strong written, verbal, and interpersonal skills
Qualifications:
- Bachelor’s Degree in Computer Science or Information Management or equivalent experience
- Must have a valid driver’s license. This IT Services role must be able to travel occasionally to various Company locations and external venues for business meetings, setup, and other functions as required.
- Must be able to work off-hours when the need arises
- Minimum 5 years of management experience is required, including proven work experience managing the help desk
- Customer Orientation – High comfort and proven experience with direct user interaction and the ability to establish formal and informal relationships with multiple stakeholders of different cultural backgrounds.
- Experience in corporate/medium to large company environment, including coordination of interfaces to multiple suppliers/service providers preferred
- Very strong knowledge of Windows 10/11 Administration and state-of-the-art software, including MS Office
- Proven ability to customize ITSM tools specific to business needs and processes
- Demonstrated ability to define and document workflow processes, including automation of repeatable tasks
- Experience with ServiceNow! Is preferred
- Familiar with ITIL and ITSM concepts
- Demonstrated understanding of current endpoint device management tools such as MS Intune
- Ability to work independently and take initiative
Pay range: The annual base salary range for this position in New York City is $116,400.00-$ 174,500.00. The listed salary range represents our good faith estimate for this position and represents the range for new hire salaries across all U.S locations. Please note that the salary information is a general guideline only. RWE considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s education & work experience, training & certifications, and key skills as well as market and business considerations at the time of the offer.
Benefits offered: Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) match, Flexible Spending Accounts, EAP, Education Assistance, Parental Leave, Paid time off, and Holidays. Eligible employees also participate in short-term incentives, in addition to salary.
RWE is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
For 125 years RWE has been the source of energy for millions of people across the globe. Now we’re making all that energy green. This decade alone we’re investing €50bn into renewables and will be carbon neutral by 2040 – ten years earlier than most other global targets. This is a chance to play a key role on our journey.
Join our renewables specialists, working across the clean energy spectrum to grow our operations to 50 GW by 2030 – with some of the world’s largest on and offshore wind farms and industry-leading hydrogen initiatives. We’re also considered innovators in solar development including floating photovoltaics and agri-photovoltaics. Or add your expertise to our supply and trading operations, brokering renewable electricity, green gas, commodities, and CO2 emission allowances from one of our advanced energy trading floors.
We look forward to meeting you! Apply today. ad code 83282
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