Veterans Jobs

Candidate Profile

Take a few minutes to create or modify your employment profile and to specify your preferred working criteria for future openings matching your interests.

Create / Access My Profile

Job Information

Southern Company Supervisor, Workplace Technology in Durham, North Carolina

Description

Summary

This position is responsible for the end user environment for 1000 employees across a nationwide footprint managing team members based in multiple states. This position is responsible for the Technology Service Desk function inspiring and motivating a diverse, equitable and inclusive culture focused on providing superior customers service, improving efficiency, and fostering teamwork. The position is responsible for performance reviews and $2M annual budget. The Service Desk function is the front line and face of the broader Technology Organization. This team is relied on to ensure the productivity, reliability, and security of Technology environment. The position is responsible for end user training and communications. The position is responsible for 7x24 support including after-hours duty as necessary.

Qualification Requirements

This is a 7x24x365 support organization and performing on call and after-hours leadership and support is required.

Minimum Qualifications

  • Bachelor’s degree in Computer Science or related technical field with a minimum of 5 years of relevant work experience OR 7 years of relevant work experience in lieu of

  • Knowledgeable of technology trends with success influencing and delivering improvements into the end user environment.

  • Successful experience with IT Asset Management reconciliation, tracking and optimization (e.g., hardware, software, subscriptions) for total cost of ownership, contract renewals and end of life cycle replacement planning and

  • Proven collaborator with technology partners to effectively deliver solutions achieving success for all stakeholders ensuring end user technology efficiency and effectiveness (e.g., Workplace Technology, Cybersecurity, Applications, Operations, Accounting).

  • Proven ability to escalate issues and risks where appropriate and manage the Technology Change Review Board.

  • Proven ability to deliver proactive and customer friendly communication on outages and patches that affect the end user

  • Proven ability to effectively manage tiered support escalations (issues/requests spanning PCs, Applications, Access, Connectivity, Networks, Cybersecurity incidents and exception requests, Mobile Devices, A/V, Printers, etc.) across Technology teams.

  • Proven ability to partner and manage vendors to resolve issues, proactively identify risks, and recommend products and services to increase efficiency improve customer satisfaction and reduce costs.

  • Clear, constructive, warm, positive, and poised communication style both verbal and written under stress.

  • Ability to travel 20% of the time

Preferred Knowledge, Skills and Abilities

  • Experience managing others including performance evaluations, budget accountability, vendor, and contract management

  • Proven experience bringing a diverse team together to improve performance, and influencing the broader organization

  • Contributed to a Diversity, Equity & Inclusion (DEI) Action Team, an Employee Resource Group, or attended formal training on DEI.

  • Delegates effectively to team members to grow and develop talent.

  • Poised in the face of challenge and adversity.

  • Proven experience encouraging and empowering team members to exceed customer expectations

  • Proven leadership experience fostering a team culture with positive energy a.

  • Proven leadership at mentoring, coaching, training, encouraging, performance managing, driving accountability, developing talent along the career path framework to deliver best in class service measured by end users and business management with recognizable value add metrics.

  • Good listener and written communication skills. Being clear and concise when delivering technical information to business leaders, technology leaders, and customers

  • Improve the efficiency of the Workplace Technology team, all Technology service processes, and all interactions with other IT focus areas and other departmental process interactions (HR, Safety, Facilities, Operations, Payroll, ).

  • Facilitate and optimize the new hire/termination/transfer process leveraging the IT Service Management (ITSM) application to adhere to service level agreement expectations and comply with audit requirements

  • Optimizing the end user service request and order process for maximum efficiency and preferred customer experience including visibility into the status of requests and orders by customers and management, and appropriate dispatch and escalation.

  • Defines and communicates data driven metrics that to improve customer service quality, health, compliance, and security of the end user environment over

  • Optimize the accuracy and efficiency of Inventory Management for all end user devices, equipment, and software

  • Proactive Contract and Subscription Management for all end user software and hardware lease, license and support agreements that maximizes cost savings opportunities and ensure agreements covers accurate software and hardware in

  • Collaborate with subject matter experts and effectively drive self-service capability improvements for end users and service desk such as on demand downloads of pre-approved end user software and a high-quality knowledge base.

  • Partners with subject matter expertise and leadership at shared services company to leverage resources and achieve synergies.

  • Effectively optimizes roles and responsibilities workflow to continuously improve productivity of the team, customer satisfaction, response and resolution times, and value add to PowerSecure.

  • Understands the broad technical aspects of PS Workplace Technology and influences the overall improvement of the productivity of PowerSecure, cost of technology ownership to PowerSecure (including business department spend on technology), and customer satisfaction of employees, and mitigates technology and cybersecurity risk to PowerSecure.

  • Successful coordination of the IT Change Review Board process collaborating with Technology Infrastructure, Applications and Security to ensure adherence to procedures on system wide deployments to environment including evidence of testing post deployment approvals, post deployment validations appropriately tracked in change management tool.

  • 5+years’ experience in supporting and managing the following: Microsoft SCCM, Microsoft 365, VPN Technology, ITSM Software, Company Active Directory, Antivirus, Malware, Content Filtering, Intrusion Detection Software Support, Deployment, Backup solutions for end user devices, mobile device/subscription vendor contracts, PC vendor contracts, A/V vendor technology support, Copier/Printer lease vendor technology contracts, and Information Governance Processes.

  • 2-3 years’ experience in supporting and managing the following: VOIP telephony technology and systems, Microsoft Teams, and proficient use of Microsoft products.

  • ITIL Expert Certification, MCSA on Windows 10, and CompTIA A+

Essential Functions - Provide problem and incident resolution support for the Technology Infrastructure as well as work with PS Technology team to install, maintain and support all aspect of the PS Technology environment. Complies with Technology policies, standards, and requirements to ensure the resiliency and security of the PS Technology environment. Identifies opportunities to continuously implement improvements to the Technology environment.

Physical Demands

Must be able to lift up to 25 pounds occasionally

Must be able to sit for extended periods of time

Must be able to climb and descend stairs

Must be able to walk between buildings to service internal customers

Work Environment

*This position is predominantly an “office setting” position.

Qualifications

Behaviors

Preferred

  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)Operating Company: PowerSecure

DirectEmployers