Job Information
National Renewable Energy Laboratory Manager II - Service Desk in Golden, Colorado
Posting Title
Manager II - Service Desk
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Location
CO - Golden
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Position Type
Regular
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Hours Per Week
40
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Working at NREL
From day one at NREL, you’ll connect with coworkers driven by the same mission to save the planet. By joining an organization that values a supportive, inclusive, and flexible work environment, you’ll have the opportunity to engage through our ten employee resource groups, numerous employee-driven clubs, and learning and professional development classes.
NREL supports inclusive, diverse, and unbiased hiring practices that promote creativity and innovation. By collaborating with organizations that focus on diverse talent pools, reaching out to underrepresented demographics, and providing an inclusive application and interview process, our Talent Acquisition team aims to hear all voices equally. We strive to attract a highly diverse workforce and create a culture where every employee feels welcomed and respected and they can be their authentic selves.
Our planet needs us! Learn about NREL’s critical objectives, and see how NREL is focused on saving the planet.
We invite all interested candidates to apply for this opportunity. While we recognize that job seekers may hesitate if they don’t meet every requirement, we encourage dedicated individuals who meet all the basic and additional required qualifications of the role to submit an application. We value the opportunity to consider those who believe they have the necessary skills and ambition to succeed at NREL.
Job Description
Responsible for managing daily operations on the Service Desk as well as overall management of the team. Provides guidance for the daily and long-term strategy, aligning with industry best practices. This position liaises with groups across the IT organization to establish standards and ensure that maximum value and performance is being realized. Facilitates communication across the laboratory, modeling team to act as the single point of contact for all IT needs within the organization.
Oversees requests, incidents and problems through all modes of contact including phone, self-service, chat and walk-ups. Manage scheduling of the team to provide these services both onsite as well as remotely when necessary.
Ensure that hardware and software assets are managed in partnership and alignment with ITAM Program.
Review and analyze KPI metrics on a regular basis. Identify trends, gaps and opportunities for shift-left.
Ensure customer contacts are managed in alignment with process, procedure and department service levels
Monitor and improve processes of requests and incidents through developing service and business level agreements to set expectations and measure performance.
Communicate with customers as needed, monitor live queues and shift coverage as needed to address volumes and gaps.
Interface between organizations across the laboratory. Maintain strong working relationship cross-functionally within ITS.
Responsible for hiring, training and mentoring a cohesive team. Provide coaching including ticket quality review (quarterly) and align growth of the team to the strategic vison of the Service Desk, the IT organization and overall vision of the organization.
Act as a point of escalation for IT issues across the organization. Promote and market services provided by IT to the organization.
Ensure that processes used by the desk are thoroughly documented and kept up to date. Collaborate cross-functionally as needed.
Communicate strategy, roadmap and initiatives to Service Desk team in a timely manner. Create alignment and ensure all staff are properly trained and adhere to processes and initiatives.
Participate in, and occasionally lead projects related to product rollouts, upgrades or new initiatives within the ITS organization.
Participate in the Major Incident Handling Process and support peer managers in their participation when needed.
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Basic Qualifications
Previous management and budget adherence experience may be required. Degree in appropriate field is required. Demonstrated knowledge of legal and ethical management issues and practices. In-depth knowledge of the issues and best practices in the applicable field of expertise. Generally viewed as subject matter expert for group or work units. Excellent organization, project management, budgeting, interpersonal and communication skills. Proven problem-solving and negotiation skills. Demonstrated ability to make appropriate decisions regarding work activities and projects. Demonstrated ability to effectively lead and direct personnel with diverse skills, work styles and values.
* Must meet educational requirements prior to employment start date.
Additional Required Qualifications
Extensive knowledge and experience in Service Desk management.
General knowledge of and application of standards, principles, concepts and techniques in specific field. Some understanding of related IT practices and standards.
General knowledge and navigation of IT Service Management Systems.
Skilled in analytical techniques and practices, and problem solving. Skilled in written and verbal communication.
Extensive knowledge and experience in managing day to day operations of a Service Desk.
General knowledge of and application of standards, principles, concepts and techniques in specific field.
Some understanding of related IT practices and standards.
Strong knowledge of IT software and hardware as well as five or more years’ experience working as a manager.
Understanding of KPI reporting and application of metrics to strategy and operations.
General knowledge and navigation of IT Service Management Systems.
Skilled in analytical techniques and practices, and problem solving.
Strong knowledge of IT software and hardware as well as five or more years’ experience working as an IT Service Desk Manager.
Strong customer service skills and commitment to customer service and support.
Strong analytical and problem-solving skills.
Initiative to anticipate issues and provide insight into solutions.
Profound attention to detail and organizational skills. Ability to effectively work in a collaborative team environment.
Ability to manage projects in parallel with daily tasks.
Ability to work independently and with a sense of urgency and accuracy, in a fast-paced team environment.
Strong communication skills, written and verbal.
Preferred Qualifications
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Job Application Submission Window
The anticipated closing window for application submission is up to 30 days and may be extended as needed.
Annual Salary Range (based on full-time 40 hours per week)
Job Profile: Manager II / Annual Salary Range: $114,500 - $206,100
NREL takes into consideration a candidate’s education, training, and experience, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the Colorado Equal Pay for Equal Work Act, a potential new employee’s salary history will not be used in compensation decisions.
Benefits Summary
Benefits include medical, dental, and vision insurance; short- and long-term disability insurance; pension benefits; 403(b) Employee Savings Plan with employer match; life and accidental death and dismemberment (AD&D) insurance; personal time off (PTO) and sick leave; paid holidays; and tuition reimbursement. NREL employees may be eligible for, but are not guaranteed, performance-, merit-, and achievement- based awards that include a monetary component. Some positions may be eligible for relocation expense reimbursement. Limited-term positions are not eligible for long-term disability or tuition reimbursement.
* Based on eligibility rules
Badging Requirement
NREL is subject to Department of Energy (DOE) access restrictions. All employees must also be able to obtain and maintain a federal Personal Identity Verification (PIV) card as required by Homeland Security Presidential Directive 12 (HSPD-12), which includes a favorable background investigation.
Drug Free Workplace
NREL is committed to maintaining a drug-free workplace in accordance with the federal Drug-Free Workplace Act and complies with federal laws prohibiting the possession and use of illegal drugs. Under federal law, marijuana remains an illegal drug.
If you are offered employment at NREL, you must pass a pre-employment drug test prior to commencing employment. Unless prohibited by state or local law, the pre-employment drug test will include marijuana. If you test positive on the pre-employment drug test, your offer of employment may be withdrawn.
Submission Guidelines
Please note that in order to be considered an applicant for any position at NREL you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
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EEO Policy
NREL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, domestic partner status, military or veteran status, national origin/ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.
EEO is the Law (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) | Pay Transparency Nondiscrimination (https://www.dol.gov/ofccp/pdf/pay-transp_English_unformattedESQA508c.pdf) | Reasonable Accommodations (http://www.nrel.gov/careers/employment-policies.html)
E -Verify www.dhs.gov/E-Verify For information about right to work, click here (http://www.justice.gov/sites/default/files/crt/legacy/2013/08/13/FinalOSCPosterEN08_01_2013.pdf) for English or here (http://www.justice.gov/crt/file/813271/download) for Spanish.
E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.
The National Renewable Energy Laboratory (NREL) is a leader in the U.S. Department of Energy’s effort to secure an environmentally and economically sustainable energy future. With locations in Golden and Boulder, Colorado, and a satellite office in Washington, D.C., NREL is the primary laboratory for research, development, and deployment of renewable energy technologies in the United States.
NREL is subject to Department of Energy (DOE) access restrictions. All candidates must be authorized to access the facility per DOE rules and guidance within a reasonable time frame for the specified position in order to be considered for an interview and for hiring. DOE rules for site access during the interview process depend on whether the candidate is interviewed on-site, off-site, or via telephone or videoconference. All employees must also be able to obtain and maintain a federal Personal Identity Verification (PIV) card as required by Homeland Security Presidential Directive 12 (HSPD-12), which includes a favorable background investigation. Additionally, DOE contractor employees are prohibited from participating in certain Foreign Government Talent Recruitment Programs (FGTRPs). If a candidate is currently participating in an FGTRP, they will be required to disclose their participation after receiving an offer of employment and may be required to disengage from participation in the FGTRP prior to commencing employment. Any offer of employment is conditional on the ability to obtain work authorization and to be granted access to NREL by the Department of Energy (DOE).
Drug Free Workplace
NREL is committed to maintaining a drug-free workplace in accordance with the federal Drug-Free Workplace Act and complies with federal laws prohibiting the possession and use of illegal drugs. Under federal law, marijuana remains an illegal drug.
If you are offered employment at NREL, you must pass a pre-employment drug test prior to commencing employment. Unless prohibited by state or local law, the pre-employment drug test will include marijuana. If you test positive on the pre-employment drug test, your offer of employment may be withdrawn.
Please review the information on our Hiring Process (https://www.nrel.gov/careers/hiring-process.html) website before you create an account and apply for a job. We also hope you will learn more about NREL (https://www.nrel.gov/about/) , visit our Careers site (https://www.nrel.gov/careers/) , and continue to search for job opportunities (https://nrel.wd5.myworkdayjobs.com/NREL) at the lab.