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Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

Overview

This individual in this position will be responsible to manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and to oversee all Service Desk staff, processes and technology to ensure that service levels are achieved. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents and service requests, including the monitoring, tracking and coordination of Service Desk functions. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Also responsible for planning, designing, and analyzing the organization’s service desk according to best practices while ensuring high levels of customer service quality and availability. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The individual will be part of a team that supports a wide range of departments across the country.

Responsibilities

• First stage of escalation for incidents, should these not be resolved within the agreed service levels

• Ensure that all day-to-day operational activities are carried out in a timely and reliable way

• Oversee the development, implementation and administration of service desk staff training procedures and policies

• Train, coach and mentor Service Desk Technicians and other junior staff

• Plan and conduct performance appraisals of Service Desk staff

• Provide assistance and guidance to Service Desk Team

• Create progression plans, understand employees passions, and what drives them, and encourage employees to pursue their career ambitions

• Provide tools to help them achieve their goals

• Establish portfolio of team skills; and then rate, and establish employee development plans aligned with such skills

• Ensure appropriate training initiatives for new and existing Service Desk staff

• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary

• Monitor incident trends and anticipate potential problems for proactive resolution

• Manage the processing of incoming tickets to the Service Desk via both telephone and email to ensure courteous, timely and appropriate prioritization/escalation of end user issues

• Oversee development and communication of help sheets, incident models and FAQs for end users

• Establish Service Desk metrics, delivering statistical reporting on a daily, weekly and monthly basis

• Develop system for customer satisfaction measurements

• Perform customer satisfaction analysis and reporting

• Develop and support ITIL processes for ITIL Service Support framework working with other IT Managers and integrate within Service Desk function

• Communicating to other managers when procedures are incomplete, or non-existent

• Keep logs on what requires changes

• Develop and enhance the Service Desk tools increasing support of the business needs and addressing areas of inefficiency in how problems are identified, documented, assigned and corrected

• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations, and work with operations team to institutionalize and update policy and/or procedures

• Oversee Service Desk Triage to set initial priority of inbound tickets to properly utilize Service Desk resources

• Maintain awareness of emerging products, services, protocols and standards in support of service desk technology procurement and development efforts

• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed

• Will drive Ticket Deep Dive and develop strategies for improvement

• Work to make Service Desk the single source of truth and service delivery channel for IT

• Monitor and manage phone queue (participating in escalated calls as needed)

• Develop and maintain mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

• Assist when necessary in ticket processing to support SLA commitments

• Responsible for recruiting, employee retention, and staff growth

Qualifications

• High school diploma or equivalent

• Minimum of 7 years recent experience in similar position

• Communication skills (written and verbal) and interpersonal skills

• Complete familiarity with personal computers

• In-depth Knowledge of Microsoft Windows 7 and 8

• Basic understanding of a Windows Active Directory

• Prior experience working in an Enterprise IT team

• Knowledge of networking concepts (TCP/IP, DHCP, DNS, VPN, LAN, WAN)

• Must have strong analysis, design, and project management skills

• Ability and willingness to influence a team and peers

• Windows Domain 2003/2008 experience

• ITIL Foundations Certificate

• 10 or more years' experience as a Help Desk / desktop support technician supporting end users locally and remotely in a corporate work environment

• Technical expertise in Microsoft Windows operating systems versions 7/8

• An understanding of MS Office 2010/2013/O365

• Prior experience with Google Apps for Business (Gmail, Docs, Sheets, Drive, etc.)

• Desktop imaging applications

• Demonstrate analytical and root cause troubleshooting skills

• Ability to work with external vendors

• Setup and troubleshoot all types of end user devices such as computers, laptops, soft phones, desk phones, mobile devices, printers and scanners

• Microsoft or Apple certification a plus

Physical Demands

• Be able to remain in a seated position for more than 50 percent of the workday

• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment

• Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds

• Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine accuracy of the work assigned

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with your recruiter to learn more.

The starting salary/wage for this opportunity is: $107,546 to $138,274.

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions.

Recruiter:

Kristina Sedjo (kristina.sedjo@sunrun.com)

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com .

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.