Location: Carmel, IndianaMISO is hiring an IT Operations Manager (Service Desk Manager) You will oversee our 24/7 IT Operations Center (ITOC), ensuring that our service desk runs like a well-oiled machine. You will be the vital link between Digital Technology and our end-users, guaranteeing that all issues are swiftly resolved, and service quality remains top-notch. This role not only demands technical expertise but also offers the chance to shape and enhance the overall IT service experience within our organization.As MISO’s IT Operations Manager (Service Desk Manager) , you will:
Lead daily service desk operations, ensuring efficient and smooth performance
Supervise and develop the Tier I technical support team, focusing on first-contact resolution
Ensure all processes are documented, audited, and continually improved
Identify and implement service improvement initiatives to boost performance
Establish and uphold ITIL Service Desk standards, aligning with broader organizational goals
Manage a talented team, focusing on training, development, and employee satisfaction
Build and maintain strong relationships with peers across service management functions
To be successful in this IT Operations Manager (Service Desk Manager) role, we are looking for the following:
3+ years of leadership experience in a service desk environment.
A BA/BS in a Technology field or 7+ years of relevant work experience
Preferred certifications: ITIL Foundations, Comp TIA A+, Lean Six Sigma, Customer Service Manager Certification
Proficiency in IT Service Management (ITSM) tools like ServiceNow
Strong understanding of ITIL framework and service desk operations
Knowledge of Tier I technical support fundamentals and infrastructure monitoring tools
Experience in compliance standards (SOC 1, NERC, CIP)
Excellent communication and technical writing skills
Why You'll Love It Here:
Play a key role in enhancing customer satisfaction and service desk reputation
Lead exciting projects like integrating some SOC capabilities and improving performance metrics
Develop a strong partnership with Desktop Services, ensuring seamless collaboration
Be a part of a team that values humility, collaboration, and strategic decision-making
Appropriate level will be determined based upon experience and knowledge.Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future – it’s what our immensely hardworking and dedicated team does every day.At MISO we offer a hybrid work environment and a comprehensive benefits package available on your first day of employment.#DiscoverMISO #MISOCareers #lifeatMISO #weareMISO#LI-ONSITE#LI-JH1