Supervisor Technology Security Service Desk

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Responsibilities

Supervisor, Technology Security Service Desk

OPPD is seeking a dynamic Supervisor, TS Service Desk! This key role will lead the Technology and Security (TS) Service Desk staff and have overall responsibility for the day-to-day activities and performance of the Service Desk. The Supervisor is responsible for ensuring the Service Desk staff provides outstanding technical support and service to Business Partners (BP) while striving to achieve First Call Resolution (FCR) for reported incidents and service requests. The leader will play a key role in creating a culture focused on systems availability and continuous improvement.

Management of People: Effectively apply OPPD' s Management Leadership Practices (MLPs) in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection, and ongoing development.

• Managerial Planning: Work with TS Management to set realistic, challenging goals. Determine how to achieve the goals of the unit/team through effective metrics development, individual task assignment, seeking input from your team, and employee development.

Accountable for overseeing the day-to-day operations of the Service Desk, ensuring sufficient staffing coverage is provided across the scheduled operating hours to respond to phone calls, Business Partner generated tickets and system-generated tickets.

Assign staff to work with cross-functional teams to support various work requests and activities.

Create, maintain, and implement processes and procedures that guide the appropriate response to the requests and problems regularly reported to the Service Desk.

Evaluate TS service work performed across the organization and seek options for automating work whenever possible. Drive work that is not able to be automated to the Service Desk and create procedures to standardize the work to ensure it is performed with high quality and in a consistent manner

Qualifications

Required:

• Bachelor's degree, preferably in a related field, and 3-5 years of experience as a supervisor or in a Service Desk environment or a combination of education and work experience that provides the necessary skills to perform the essential job functions.
• A minimum of 5 years of experience in desk-side support or Service Desk Analyst role.
• Strong knowledge of personal computer software and hardware, particularly Windows 10, Windows 11, M365, and Active Directory.
• General understanding of TCP/IP and network equipment.
• Excellent customer service and interpersonal skills, including the ability to communicate clearly and professionally, both verbally and in writing.
• Must be able to work independently with minimum supervision. Requires exceptional organizational skills, problem-solving skills, and flexibility in changing priorities.
• Requires ability to work after-hours and be `on-call¿ to implement workstation solutions to limit impact/exposure to Business Partners.
• Be a team player with the ability to share knowledge and develop colleagues for the overall benefit of the team and organization.
• ITIL V4 certification (Must be completed within 6 months if not currently certified)
• Must be able to obtain and maintain unescorted access at Fort Calhoun Station.

Desired:

• Master's Degree in a related field
• Experience as an active participant in ITSM process activities such as Incident, Problem, Change and Release Management
• Additional ITIL Certifications

Closing Statement

Level : S6

Foundation: $104,645

Maximum: $156,967

At Omaha Public Power District , were passionate about three things: power, the people who make it, and the people who rely on it.

WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.

WE¿RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We're dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.

OUR JOB: To provide power with a purpose. We have real impact - on people's lives, on the environment, and on the future of energy. We're always looking for bright, capable people who want an opportunity to lead from where you are wherever you are¿ and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.

Org Marketing Statement

EOE: Protected Veterans/Disability

How To Apply

Apply online at on or before May 19, 2024

Recruiter: Patique Collins - View email address on us.fitly.work #LI-PC **PLEASE NOTE** - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.