Enterprise Information Services, Inc.

  • Customer Service Manager

    Job Location US-OR-Portland
    ID
    2018-3527
    # of Openings
    1
    Targeted Job Start Date
    6/1/2018
  • Overview

    Bonneville Power Administration (BPA) is a federal agency headquartered in Portland, OR, that markets wholesale electricity and transmission to the Pacific Northwest’s public and private utilities as well as to some large industries. BPA provides about half the electricity used in the Northwest and operates over three-fourths of the region’s high-voltage transmission.  BPA’s service territory covers all of Washington, Oregon and Idaho, and western Montana, as well as small contiguous portions of California, Nevada, Utah, Wyoming, and eastern Montana. BPA’s wholesale customers include public utilities, public utility districts, municipal districts, public cooperatives, some investor-owned utilities, and a few large industries such as aluminum companies. BPA is seeking to transform their IT services to improve value to the business, provide a more efficient operation, and a better customer service experience for our clients at a reasonable cost. Phase one will be to transform our IT helpdesk and desktop support services utilizing the ITSM framework that is ISO 20000 compliant.

    Responsibilities

    • The Customer Service Manager shall lead the daily operation of BPA’s IT Service Desk and Desktop Support organizations.
    • Provide leadership and supervision of the Customer Service professionals to deliver outstanding customer service, satisfaction, and timeliness.
    • Successfully manage fulfillment of Service Level Agreements; collect, monitor and report performance measures.
    • Develop and refine operating procedures. Ensure team manages and resolves problem tickets in accordance with the ITIL model.
    • Provide technical trend analyses from available data sources to identify performance metrics that will enhance operational performance.
    • Develop and implement training program to ensure that Service Desk technicians have the knowledge and experience to be successful.
    • Supervise service technicians to successful resolve end-user issues.
    • Supervise the operations of the Customer-Help Desk Support Center.
    • Manage the contract staff and efforts of regional teams.
    • Create project and task plans for projects and changes.
    • Schedule staff to provide required coverage during hours of operation.
    • Ensure prompt completion of deliverables.
    • Develop strategies and performance measurement plans to optimize vendor performance.
    • Participate in detailed technical architecture working sessions.
    • Prepare Monthly Status Reports, Bi-Weekly Status Reviews.
    • Ensure knowledge management systems and documentation are created and maintained.
    • Establish best practices through the entire technical support process.
    • Ensure ticket queues are managed properly and work being conducted meets all applicable standards, SLOs and time-lines.
    • Coordinates training requirements of contracted personnel.
    • Identifies problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
    • Monitors problem management knowledge-base and follows up with assigned personnel to ensure timely resolution of problems.

    Qualifications

    • US Citizen able to pass a government background check
    • Bachelors desired or equivalent experience.
    • 5 or more years’ experience in managing Information Systems
    • Experience using an issue tracking system to record, monitor, and document trouble items and work requests
    • Strong Problem solving skills
    • Strong interpersonal and communication skills
    • Required 10% Travel
    • ITIL certification desired
    • HDI certification desired

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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