IT Enterprise Service Mgmt Supv - Service Desk

Supervising IT service desk team daily operations and provides technical expertise and guidance in supporting end-user problems with desktops, laptops, servers, peripherals, telecommunications, the mainframe, applications and hardware.  

Responsibilities include ensuring staff efficiency through training and troubleshooting of complex issues.

Prioritizes client satisfaction and understands the impact of issue resolution in supporting the business.

Monitor and analyze service level performance against SLAs and KPIs.

Ensure availability and accuracy of knowledge base articles.

Develop and lead training workshops support staff.

Assign and review work to ensure quality and adherence to standards.

Manage request and incident queues, ensuring timely resolution.

Working with the manager, IT enterprise services supporting personnel performance by providing input as appropriate to evaluate performance. 

Maintaining a professional knowledge of new technologies, software, and systems to improve service delivery

Perform any additional responsibilities as requested or assigned. 

Bachelor's degree in information systems, computer science, business administration or related field. (Typically four years of related, progressive work experience would be needed for candidates applying for this position who do not possess a Bachelor's degree.) 

Seven years of related information technology experience including two years in a leadership or supervisory role. 

Strong understanding of IT related technical documentation and technical verbiage.

Solid understanding of service asset and configuration management processes. Strong process and facilitation skills. 

Proven project management skills with delivery of successful initiatives. 

Excellent organization skills; demonstrated ability to work on projects with competing deadlines and to establish goals and workload priorities. 

Ability to maintain strict confidentiality and exercise discretion and sound judgment in dealing with sensitive or potentially controversial matters. 

Highly effective communication skills, both verbal and in writing, including communicating instructions and information clearly, concisely and accurately, as well as convey information through both formal and informal documents. .

MidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to more than 1.6 million customers in Illinois, Iowa, Nebraska and South Dakota. The company owns and operates a portfolio of power-generating assets, approximately 61% of which is wind generation.