Job Description

Position Title: Manager, Customer Operations

OPEN UNTIL FILLED

Department/Location: Information Technology/Bismarck, ND

Company: Basin Electric Power Cooperative

Position Purpose:

This position manages the Hardware, Support Center, and Deployment teams for all Basin Electric Power Cooperative’s (BEPC) facilities. The incumbent is responsible for supervising those resources that provide enterprise customer service, product management, desktop technical support, desktop hardware and software, printers and scanners, and video conferencing equipment.

Essential Functions:

• Coordinate and ensure that quality customer service is provided to all employees using technical resources.

• Coordinate the installation of desktop operating systems, office software, software applications, unified communications, and virtual desktops, including system image management.

• Responsible for instituting testing programs and developing software management procedures to minimize impact on the user community resulting from ongoing maintenance activities.

• Manage printer leasing, purchasing and maintenance contracts.

• Coordinate the monthly patching cycle and development of deployment packages to ensure the security of devices and applications across the enterprise.

• Ensure the integrity and security of desktop systems with the installation and management of antivirus software.

• Assess customer computing requirements and analyze available hardware and software options to derive a desktop configuration that will meet the customer’s computing needs. Hardware includes, but is not limited to: PCs, terminals, monitors, audio/video equipment, mobile hardware (tablets, laptops, etc..), conference room equipment, video displays, projectors/video conferencing, all aspects of printing, and all associated software.

• Oversee support of computer hardware, software, printers, and peripherals. Manage inventory control, CMDB inventories and change management processes.

• Develop and manage the section budget. Develop, maintain, and track section scorecard and metrics. Manage vendor relationships, contracts, and expenses. Participate in the division strategic planning process.

• Provide mentorship, guidance, and professional development opportunities to team members.

• Develop and execute Support Center strategies for effective customer service. Collect and analyze customer feedback to drive service enhancements.

• Collaborate with other departments to align strategies and processes. Implement process improvements and drive innovation in service delivery

Qualifications :

• Bachelor’s degree in computer science, computer information systems, computer engineering or a related discipline; and

• Six years of related IT experience, of which 2 years were in a supervisory or leadership role.

• A broad range of Information Technology (IT) experience and strong project management skills.

• Experience managing performance, delegating tasks, training and developing, leading, managing time and successfully resolving conflict of team.

• Excellent analytical and problem-solving skills.

• Able to recognize and comprehend business demands and priorities.

• Excellent written and verbal communication skills.

• Outstanding customer service skills.

• Proficient with personal computers and MS365.

• Resume required.

• The above statements are intended to describe the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. Prompt and regular attendance is a requirement for this position.

Typical Physical/Mental/Environmental Demands:

This position requires frequent sitting and standing/walking; and occasional reaching below and above shoulder level, use of keyboard/computer, bending, kneeling, lifting/carrying up to 10 pounds, and pushing/pulling up to 20 pounds. It also requires finger dexterity and hand coordination. This position requires good hearing and vision, and the ability to speak. It also requires the ability to develop plans, procedures and goals; present information to others; and work under stress to complete projects within deadlines. Some travel may be required.

Applicants interested in this opening should go to https: //www.basinelectric.com to apply.

Employees must apply through Inside Basin, by clicking on a position and signing into the Infor Application.

Basin Electric is an Equal Employment Opportunity Employer regarding race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and veterans status.

Position Manager, Customer Operations

Category Information Technology

Employment Type Full-Time

Location US:ND:BISMARCK

Req ID 1933