Systems Manager, ETS Service Desk and Operations

** Mission Statement:
** Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.
** Benefits:
** We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
* Rich medical & pharmacy benefits, including vision benefits
* Dental benefits
* Health Savings Accounts
* Health Care and Dependent Care Flexible Spending Accounts
* 401(k) with robust matching
* Employer paid Pension Plan
* Employee Stock Purchase Plan with a generous matching contribution
* State of the art Employee Assistance Program
* Paid Parental Leave
* Generous paid time off plus paid holidays
* Family support: emergency backup child, & elder care assistance
* Social responsibility and volunteer opportunities
* Employee discount program
* Commuter Benefits
* Culture of growth and learning: career development; tuition reimbursement; recognition program
* Life and Long-Term Disability Benefits Please be aware that some benefits may not apply to provisional or part-time job titles.##

Job Description Con Edison is seeking a dynamic and forward-thinking systems manager to lead our IT Digital Workplace Experience Service Desk and Operations team. In this pivotal role, you will oversee both internal staff and managed service provider partners to deliver exceptional services across the organization. This role oversees the Service Desk, Incident Management, Network Operations Center (NOC), end user asset management, and IT lab responsible for workstation images and packages.

The ideal candidate will drive innovation and continuous improvement, ensuring a seamless and high-quality services for all employees while championing best practices in service desk and operations.## Responsibilities
** Core Responsibilities
*** Take the lead in transforming Service Desk operations, delivering fast, expert support that empowers employees and makes a real impact on their daily work.
* Drive Incident Management, skillfully resolving challenges and escalating complex issues, ensuring our business runs smoothly and efficiently.
* Supervise the Network Operations Center (NOC), playing a pivotal role in keeping our systems reliable and our people connected.
* Champion end user asset lifecycle and inventory management, optimizing technology investments and ensuring everyone has the tools they need to succeed.
* Manage and oversee both internal staff and managed service provider partners to deliver exceptional services across the organization.
* Oversee our innovative IT Lab, spearheading the creation and deployment of workstation images and apps that shape our digital workspace.
* Lead and inspire our Managed Service Provider (MSP) partners, setting high standards and driving performance to exceed service level agreements.
* Develop smart operational metrics, uncover opportunities for improvement, and lead initiatives that advance the entire organizations technical capabilities.
* Validate vendor performance and process payments in partnership with the Vendor Management Office.
* Identify opportunities for continuous improvement, refine service agreements, and recommend new standards to elevate end user services.
* Manage projects, including planning resources, scope, budget, schedule, and deliverables.
* Stay informed on industry trends and best practices and develop strategies to advance end user services operations.
* Communicate and influence IT strategy, representing Service Desk and Operations at senior executive meetings.## Qualifications
** Required Education/Experience
*** Bachelor's Degree and a minimum of 8 years' work experience to include at least four (4) years' experience in IT Operations in any industry. or
* Master's Degree and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry.
** Preferred Education/Experience
*** Master's Degree in Information Technology, Computer Science, Math, Engineering or business-related discipline preferred. and a minimum of 6 years' work experience to include at least two (2) years' experience in IT Operations in any industry. Training and/or certification in one or more domains desired, e.g., IT operations, project management, business/process architecture or redesign.
** Relevant Work Experience
*** 2+ years experience in vendor management or infrastructure operations, required.
* Three (3) years supervisory/managerial…