Managing, directing, and developing the IT Service Desk and Client Service Teams is the core of this role, ensuring effective delivery of client computing capabilities and technology standards. This position supports staff, oversees project work, and engages with business leaders to implement technology solutions, contributing to strategic planning and budgeting within the IT Department.
Responsibilities
Work with business leaders to establish priorities for improvement and enhancement, acting as the principal escalation point for all requests and incidents
Regularly evaluate Client System and Service Desk systems, processes, practices, and staffing levels against VEIC’s growth needs and goals
Provide data and report on KPIs and trends to leadership and others on an ad-hoc, weekly, monthly, and as-needed basis
Oversee the development and maintenance of IT’s knowledgebase and ensure top quality solutions are available to staff
Collaborate with technology leaders within VEIC to establish and maintain support processes for internally developed VEIC customer and staff-facing applications, including application administration, troubleshooting, and triage
In collaboration with the Director, Information Technology, review and approve purchases in alignment with IT’s corporate budget and assist VEIC departments in managing their technology costs
Facilitate technology trainings conducted by the IT Department
Collaborate with the Manager, Infrastructure Engineering, Manager, Information Security, and the Director, Information Technology in the design and long-term planning for VEIC’s network and infrastructure
Supervise, mentor, and develop team members to ensure staff have the skills needed to meet the needs of their customers and stakeholders
Provide constructive feedback on an ongoing basis, setting work and professional development goals to maximize performance and quality
Provide mentoring and coaching to staff to improve team effectiveness and growth opportunities
Provide appropriate support in the case of performance problems, and staff recruitment and orientation
Actively participate with Information Technology Leadership in planning, budgeting, and leadership for VEIC’s Information Technology Department
Manage and provide oversight of vendor support relationships
Provide support to the activities of VEIC as necessary to accomplish organizational goals and objectives
Other duties as assigned
Requirements
Strong personal commitment to the mission, vision, goals, and values of VEIC
Bachelor’s degree and five years of management experience, including at least four years of experience managing a service or support desk or a similar combination of education and experience from which comparable knowledge and skills were acquired
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Experience includes leadership, facilitation, change management, staff supervision and development, project management, communications, and the ability to develop and attain goals
Excellent ability to manage staff and subcontractor resources and work effectively across an organization with a focus on meeting customer needs
Demonstrated experience troubleshooting and supporting networks and client systems
Strong interpersonal skills and excellent written and oral communication skills
Demonstrated ability to work with non-technical and technical staff in a team effort
Strong understanding of Microsoft 365, Microsoft Licensing, Windows 11, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, endpoint administration, and modern device-management practices
Demonstrated ability to be organized, detail-oriented, accurate, and able to handle multiple tasks and competing priorities in a dynamic and fast-paced environment
Nice to have:
Experience supporting macOS devices, network connectivity, endpoint security tools, desktop troubleshooting, and commonly used business applications
Experience supporting and administering Microsoft AI tools, including Microsoft 365 Copilot, Copilot Chat, Copilot Cowork, Copilot Studio, and AI agents and familiarity with user enablement, licensing, access controls, data security, governance, troubleshooting, and responsible AI practices
Important Details
Travel: No travel required; occasional in-person attendance at company events or meetings (typically 0–2 times per year) may be encouraged, but participation is often optional or available virtually
About the Company
VEIC is committed to building a work community that is inclusive and welcoming to all individuals, valuing a culture that includes a variety of backgrounds, experiences, perspectives, and thoughts. They work towards a vision for a healthy planet, thriving people, and energy justice.
