Midcontinent Independent System - Carmel, IN
posted 3 months ago
As MISO's IT Operations Manager (Service Desk Manager), you will play a pivotal role in leading the daily operations of the service desk, ensuring that it runs efficiently and effectively. Your primary responsibility will be to supervise and develop the Tier I technical support team, with a strong emphasis on achieving first-contact resolution for customer inquiries. You will be tasked with ensuring that all processes are thoroughly documented, regularly audited, and continually improved to enhance service delivery. This includes identifying and implementing service improvement initiatives aimed at boosting overall performance and customer satisfaction. In this role, you will establish and uphold ITIL Service Desk standards, ensuring that they align with the broader organizational goals of MISO. You will manage a talented team, focusing on their training, development, and overall employee satisfaction. Building and maintaining strong relationships with peers across various service management functions will be crucial to your success. You will also have the opportunity to lead exciting projects, such as integrating SOC capabilities and improving performance metrics, which will further enhance the reputation of the service desk. MISO is at the forefront of transformative innovation in the electric industry, managing the electricity superhighway in the Central U.S. Your contributions will help ensure that power flows reliably to 45 million Americans, as you work alongside a dedicated team that values humility, collaboration, and strategic decision-making. With a hybrid work environment and a comprehensive benefits package available from your first day, this position offers a unique opportunity to make a significant impact in the energy sector.