Sr Manager End User Operations

Position Summary

The Senior Manager of End User Operations is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. Providing a strategic guidance and road map for the team from staffing, technology, asset management, deployment, and IT related procurement perspective. Leadership support for financial spend, planning for future year budget both from maintenance & any capital enhancement aspects. Mentor the team on executive support aspect and set appropriate expectation. Responsible in mentoring leaders within the team for career development and progression. Provide guidance to the team for any software purchases via business purchase card working closely with supply chain team & ensure to get an amendment from procurement analyst before using the p-card for payment. The manager in this role is tasked with developing the teams that deliver a top tier customer experience through desktop support and our IT Service Desk.

Grade: 19
Deadline to apply: Open until filled
 

Tasks and Responsibilities

• Lead technical support teams of analyst taking incoming calls and desktop support for complex and technical issues.
• Drive a passion for the customer and the importance of the role the team plays in the overall success of CPS Energy.
• Strive to transform and elevate customer support teams to the next generation of world-class customer service.
• Provide people leadership, including hiring, training, mentoring and developing top talent for a remote and onsite customer support team.
• Give direction to team members for process improvements, methodology and support initiatives based on experience, knowledge, and technical skills.
• Manage and track metrics for issue resolutions and suggestions of product enhancements; hold the team accountable to metrics.
• Work closely with customers to ensure we are providing solutions that meet their needs through customer sponsorship, site visits, surveys.
• Work cross functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered and foster collaboration and communication between support team members and other areas of the organization.
• Work closely with vendors and application support for maintenance agreements, SLAs and other items to continually improve the customer experience.
• Manage on-boarding by establishing policies and processes for initial and continued education and training for the customer support team members.
• Formulate a plan for standard Key Process Indicators (KPIs) and internal Service Level Agreements (SLAs) that the teams will use to measure customer service success.
• Provide monthly measurable data to leadership with Key Process Indicators (KPIs) on support processes to drive continual process and customer experience improvements.
• Monitor and drive performance of the teams and prepare relevant reports for senior leadership.
• Manage customer and inter-departmental escalations through to a successful resolution.
• Participate in and be a valuable contributor to strategic business planning and workforce planning activities.
• Translate the businesses short-, medium- and long-term strategy into deliverable objectives for the team.
• Identify and address people issues while adhering to HR processes.
• Manage escalated issues and provide direction.
• Develop and manage a multi-year budget for the team including capital and operating expenses. 

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• ITIL Foundation Certification
• Knowledge Centered Support Foundation Certification
• HDI Technical Support Professional or HDI Problem Management Professional Certification
• Other certification(s) relevant to specific process domains
• Valid Class C Texas Driver’s License

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands