Manager, IT Infrastructure – End User Services

Full Time Perm

Way of Work : Hybrid

Salary Range: $125,000 – $188,600, plus 15% annual bonus

Location : Columbus, OH

Relocation Assistance Provided

Travel Required: 25%

The Manager of IT Infrastructure – End User Services is tasked with leading the IT Service Desk and End User Services team. The role involves managing daily operations, ensuring high-quality support services delivery, and driving continuous improvement initiatives.

As the Manager of IT Infrastructure – End User Services, you will oversee the IT Service Desk and End User Services' daily functions. This includes providing exceptional support services to end users and fostering continuous improvement. Success in this role requires strong leadership, excellent communication and planning skills, a customer-focused mindset, and extensive knowledge of IT Service Management best practices.

Your responsibilities may include, but are not limited to:

• Lead and manage the IT Service Desk and End User Services teams, including guidance, support, and development opportunities.

• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to maintain service quality and efficiency.

• Develop and implement processes and procedures aimed at enhancing service delivery.

• Collaborate with other IT teams and business units to identify and address end user needs and requirements.

• Drive continuous improvement initiatives to elevate the end user experience and optimize IT service delivery.

• Stay abreast of industry trends and best practices in IT service management and end user support.

• Ensure timely and effective resolution of IT service requests and incidents.

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications

• Bachelor's Degree

• 6+ years of IT experience

• 2+ in years of experience in Service Desk leadership

• Solid working experience with Vendor / Contract Management

• Demonstrated ability to engage and develop relationships with executive sponsors and key stakeholders.

Preferred Qualifications

• ITIL Certification

• Experience with cost management and resource capacity planning

Disclaimer

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

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Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$125,800.00 - $188,600.00

Posting Start Date:

2024-11-15

Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.

We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that fosters opportunity for growth, NiSource might be the place for you.