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EntergyEnergy and Utilities
Senior Mgr, Workplace ServicesFull-Time
New Orleans, LA
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Job Description
JOB SUMMARY / PURPOSE
The Sr. Manager of Workplace Services provides leadership and direction for a broad range of IT services, including service desk, field services, collaboration services, voice engineering and operations, and desktop engineering. This role ensures IT end-user customers receive timely, effective support to achieve business objectives. The Sr. Manager oversees internal managers and staff, as well as external service providers, driving continuous improvement and adoption of best practices. Responsibilities include developing and implementing policies and procedures to maintain consistent service levels and rapid issue resolution. The position leads a team of three managers and approximately 22 staff members, with oversight of an outsourced provider managing a scalable workforce of at least 100 resources.
JOB DUTIES / RESPONSIBILITIES
- Establish strategy and develop policies and procedures for Workplace Services operations.
- Ensure performance and execution align with organizational goals.
- Prepare and manage budget proposals and operational expenditures.
- Research emerging technologies, products, and standards to support strategic initiatives.
- Oversee Service Desk operations to ensure courteous, timely, and effective resolution of user requests and incidents.
- Define and lead the incident response process for major incidents, collaborating with stakeholders to implement mitigations and remediations.
- Communicate business direction, strategy, and results clearly to the team.
- Motivate and engage staff to deliver exceptional customer experiences and drive continuous improvement.
- Manage career development, training, and stretch opportunities for team members.
- Oversee collection and analysis of operational metrics to ensure efficiency and effectiveness.
- Represent Workplace Services in technical engagements with auditors, regulators, clients, and third parties as needed.
- Prepare and deliver status updates and communications for stakeholders.
- Develop technology roadmaps and strategies in collaboration with Enterprise Architecture to build new capabilities.
- Consolidate and standardize technologies over time to align with enterprise standards.
About Entergy
Orleans ParishCompany ProfileEntergy exists to grow a world-class energy business that creates sustainable value for our four stakeholders.
• For our customers, we create value by constantly striving for reasonable costs and providing safe, reliable products and services.
• For our employees, we create value by achieving top-quartile organizational health, providing a safe, rewarding, engaging, diverse and inclusive work environment, fair compensation and benefits, and opportunities to advance their careers.
• For our communities, we create value through economic development, philanthropy, volunteerism and advocacy, and by operating our business safely and in a socially and environmentally responsible way.
• For our owners, we create value by aspiring to provide top-quartile returns through the relentless pursuit of opportunities to optimize our business.
Website
entergy.com/Social Media
