Manager, Service Desk

Chugach Electric Association - Anchorage, AK

Full-time - Mid Level

Anchorage, AK

Utilities

About the position

The Manager of the Service Desk at Chugach Electric Association is responsible for overseeing the daily operations of the IT Service Desk, which includes managing desktop support, mobile device provisioning, licensing management, and software delivery. This role involves coordinating with various personnel on operational and project initiatives, resolving conflicts, and ensuring compliance with service level agreements. The position also requires participation in budget preparation and collaboration with other IT managers to guide the technology direction of the Association.

Responsibilities

• Manage and oversee the day-to-day operations of the IT Service Desk.
• Oversee, procure, and monitor the Association's software and desktop hardware licensing.
• Manage employees through work direction, motivation, training, assistance, performance evaluation, and corrective action.
• Partner with other IT Managers to lead the technology direction for the Association.
• Participate in budget preparation with the management team to identify yearly objectives, action plans, and special projects affecting department needs.
• Develop standards and audit procedures to meet compliance requirements and Service Level Agreements.
• Research and evaluate emerging technologies; work collaboratively with peer managers to develop deployment strategies and ensure human resources are allocated to effectively perform the work.
• Perform other duties as assigned.

Requirements

• Bachelor's degree in Information Technology or related field required.
• 5 years of progressively responsible experience in an Information Technology environment performing help desk or system administration, including supervisory experience.
• ITIL or related IT certification preferred.
• Strong organizational skills and project tracking abilities.
• Effective verbal and written communication skills.
• Demonstrated ability to provide leadership, mentoring, and facilitation skills.

Nice-to-haves

• Experience with financial planning and budgeting practices.
• Current knowledge of IT troubleshooting practices and procedures.
• Understanding of the planning, risks, and issues involved in coordinating, implementing, and integrating Information Technology solutions.

Benefits

• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Employee assistance program
• Vision insurance
• Life insurance