Desktop Support Manager

Requisition:  80924

PSEG Company:  PSEG Long Island

Salary Range: $ 129,000 - $ 211,900

Work Location Category: Hybrid Fixed

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:

Onsite are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

The Workplace Products & Services Manager will be responsible for creating roadmaps and building programs for workplace service delivery while also providing technical leadership to align workplace services to meet business and application needs. The Manager will oversee the delivery of all End User related products and services, including End User device support, software deployment, ticket processing, Identity Access Management, and collaboration tools. The Manager will need to constantly seek feedback from users across the organization and ensure the appropriate support model is in place to meet enterprise requirements and field support SLAs. This role has overall responsibility for the performance of all IT initiatives, teams, and personnel related to Desktop Engineering, End User Services, Field Services and Collaboration.
 

Job Responsibilities

•    Provide direction and support in day-to-day operations of all workplace products, including deployment of various end user software (e.g., Windows, O365, Citrix, BigFix, Mobile Data Terminals, Zoom), and achieving key SLA’s
•    Provide oversight and efficiency opportunity recommendations to PC field services, deployment, retrieval, ticket processing and manage relationship with existing vendor(s)
•    Align and support with strategic direction of broader IT organization. Own strategic plans and identify key innovative technologies that enhance customer experience, simplifies current landscape and processes
•    Maintain, implement and monitor software and patches in support of security compliance for PSEG Long Island End User Services
•    Manage and maintain IT asset inventory and full life cycle replacement for end user devices
•    Manage team performance, coach and mentor team members, and develop a succession plan for the group
•    Identify, document, and implement end user related policies and processes; ensure compliance with corporate policies, procedures, and standards
•    Prepare and manage budget and finances for area of responsibility including participation in required business case development. Identify areas to reduce cost
•    Drive operational excellence and continuous improvement mindset across the operational activities. Proactively identify key areas of improvements needed. Leverage/Ensure that standards and procedures are in place for the work of his or her team
•    Lead team of IT associates. Responsible attracting talent, performance evaluation, career development, coaching and counseling and manage compensation

Job Specific Qualifications

Required Education and Experience:

•    Bachelor degree in Computer Science, Engineering or Business or a related field
•     9+ years relevant experience within the information technology field or an industry with reliance on technical expertise  
•    Sound expertise in IT resource management, job positions, career paths, recruiting, and compensation.
•    Understanding of key processes, systems, tools, and best practices in end user device management, IT service management and collaboration tools
•    Knowledge of desktop, PC, and other end user device management systems and solutions
•    Expertise in Windows, O365, Citrix, BigFix or SCCM, Collaboration Tools
•    Knowledge of market offerings to compare with existing tools in the organization and provide appropriate recommendations
•    Ability to proactively communicate technical topics in a clear, succinct, and relevant way
•    Proven experience and understanding of general finance, IT procurement, IT financial operations and managing IT cost centers in large corporate environments
•    Track record as an innovator and agent leading organizations and people through change
•    Business acumen
•    Strong leadership and influence skills  
•    Excellent teamwork, facilitation, relationship building, and negotiation skills  
•    Excellent teamwork, facilitation, relationship building, and negotiation skills 

Desired Education and Experience:

•    Advanced degree, e.g. Masters of Business Administration
•    ITIL or equivalent certifications 
•    Familiarity with industry standards and guidelines (i.e. NERC CIP)
•    Experience with cloud technologies
•    Experience with managing projects
•    6+ years of experience managing team of 5+ staff or external contractors
 

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire.  Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires.  Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company. 

As an employee of PSE&G or PSEG LI, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations. 

For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. 

PSEG is committed to providing reasonable accommodations to individuals with disabilities.  If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.

If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com.  Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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