Manager, IT Enterprise Service Management (Portland, OR or Salt Lake City, UT) #113297 **Date:** Feb 25, 2025 **Location:** Portland / Salt Lake City, OR, US, 97232 **Company:** PacifiCorp ***** PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability inclusion & belonging. **General Purpose** Overseeing all aspects of our IT service desk team including daily operations and ensuring that our clients receive top-notch service resolving software and hardware issues and concerns. Responsibilities include setting performance targets, ensuring efficiency, implementing guidelines and technologies to improve the team’s productivity, and troubleshooting of complex issues. Prioritizes client satisfaction and understands the impact of issue resolution in supporting the business. **Responsibilities** + Responsibilities include managing daily operations of the service desk, managing the service desk team, representing stakeholders, and helping to ensure that the service desk is constantly developing and improving. + Managing escalated IT issues or complaints and resolving them promptly + Setting and implementing service desk policies and procedures; Establish best practices through the entire technical support process. + Coordinating with IT staff to ensure swift resolution of IT issues + Training and mentoring service desk staff and reviewing their performance. Conducts annual performance management assessments. + Reporting on service desk performance and metrics to upper management + Ensuring customer satisfaction through timely and efficient service + Maintaining a professional knowledge of new technologies, software, and systems to improve service delivery + Responsible for selecting, coaching, training, managing, and developing employees. + Conducting quarterly and annual performance reviews. + Additionally implement and support company safety and security programs and policies. + Performs any additional responsibilities as requested or assigned. + Manage the Service Desk team and evaluate performance. **Requirements** + BSc degree in Computer Science, Information Technology or relevant customer support field or equivalent work experience. + Knowledge in the Information technology field, including technical support of IT systems. + Customer-service oriented with a problem-solving attitude. + Knowledge of information technology terms, equipment, systems, functions, and major vendors. + Solid technical background with an ability to give instructions to a non-technical audience. + Solid analytical, problem-solving, and decision-making skills. + Ability to prioritize and manage multiple tasks and projects concurrently. + Advanced team management skills with a local and remote workforce + Ability to travel to company locations as required. + Excellent written and verbal communications skills **Preferences** **Additional Information** Req Id: 113297 Company Code: PacifiCorp Primary Location: Portland / Salt Lake City Department: PacifiCorp Corporate Schedule: FT Personnel Subarea:Exempt Hiring Range: $119,400 - $140,400 This position is eligible for an annual discretionary performance incentive bonus of up to 15.00% of salary. Benefits: Health care, retirement, paid time off, tuition assistance, paid short-term and long-term disability, paid bereavement leave. For more information, please visit: https://careers.pacificorp.com/content/New-Benefits-Page/?locale=en\_US Employees must be able to perform the essential functions of the position with or without an accommodation. PacifiCorp is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Unless otherwise required by law, all offers of employment are contingent upon the successful completion of a background check and drug screening including for marijuana. While marijuana is legal in several states, including Oregon, a positive test for positions in Oregon may disqualify a candidate. The company complies with the laws of Washington and California and only obtains and considers positive tests for marijuana in safety-sensitive positions or those covered by U.S. Department of Transportation regulations.