Iberdrola USA Manager, End User Services in Portland, Oregon


Business and Department

Klamath Cogeneration Klamath Falls,OR


The IT Manager of End User Services will manage end users operations and services within the Infrastructure, Operations and Communications team in AVANGRID. This leader will interact with our internal customers (end-users), IT service teams, support organizations, VIP users and our Global Service Desk organization and will ensure integrity and quality of end user environments throughout the entire technology lifecycle.


Avangrid and Global Iberdrola.

Deliver operational stability in close collaboration with IT infrastructure and applications teams in both

Provide leadership and oversight on all aspects of the digital workplace including technical engineering,

operational readiness, early adopter and pilot programs, technology transition and transformation; communications; end user adoption; service delivery and service support.

Manage the Service Desk team, service escalation to resolution, and continuous improvement opportunities

as appropriate. Perform an analysis of tickets and recommend updates to processes and procedures to help ensure SLA’s are being achieved.

Support and manage activities and projects to enhance the end user experience, including actively

participating in customer satisfaction surveys, meetings, and projects to enhance end user measurable satisfaction.

Participate with the Global Service Management teams, assuring the right processes are in place, reviewing and aligning the Global catalogue of services, monitoring the service level targets and reporting on a regular basis.

Manage incident management, problem management, and change management processes

Manage Business Impact Analysis (BIA) for Avangrid Renewables end user applications.

Manage Avangrid Renewables Disaster Recovery DR processes and procedures, including the coordination

of the yearly DR exercise.

Ensure VIP Support for Corporate users on high standard and customer service.

Ensure customer satisfaction. Review established action plans to enhance end user experience and

satisfaction with the Service Desk.

Participate on service improvement initiatives and assist in corrective actions plans and tracking their


Assist in the analysis of common incidents and problems and propose innovative solutions for improvement.

Proactively seek the enhancement of end user experience with the Service Desk and resolver teams.

In conjunction with infrastructure, security, application development, and business teams, ensure all end user infrastructure systems are in an optimal configuration. Ensure end user operating systems, software, and security run according to company standards.

Manage Operations and conduct Operational review meetings with customer stakeholders. Provide technical

leadership, instruction, and direction to the Service Desk team.

Keep the knowledge base and documentation for the team updated with new resolution and process appropriately. Help to maintain the proper documentation for the Service Desk and support organizations.

Report Monthly CSL.PI performance as per contract.

Responsible for end user infrastructure refresh.


Bachelor's Degree in computer information systems/ business or the equivalent combination of education

7 years of experience in Desktop Engineering and Management. 2 years of work experience within international IT Service Management areas. Solid understanding of Operating System Deployment – Windows 7, 8 & 10, Microsoft Office 2013 & 2016

and experience

support, Office 365, OneDrive, Bit locker, Skype for Business and Application deployment

Experience of managing a Service Desk team Knowledge of Service Management approach (ITIL V3 preferably) Process driven person Ability to understand end users’ requirements, concerns and manage interaction between different partiesProactive person with excellent communication skills Emphatic and positive person with a “can do” attitude Experience with ticketing tools in managing incidents and services requests.Experience with OS upgrades/migrations on a corporate scale, specifically Windows 7 to 10.

Experience with Service Now, Office 365, Microsoft Teams, WebEx. Ability to organize, prioritize, and coordinate multiple work activities and meet target deadline Proven documentation and technical writing skills including technical documentation such as policies,

standard operating procedures, and user procedures.

Ability to communicate with and influence technical and non-technical customers, colleagues, and vendors. Ability to share knowledge and mentor and manage less experienced team members. Strong interpersonal skills. Desirable Project Management training

Preference may be given to candidates with the following:

1-3 Years working knowledge of Service Now

All offers of employment are contingent upon the successful completion of a medical Fit for Duty exam (only ifapplicable to job requirements), background check, references, drug screen, verification of legal right to work in the U.S., and in some cases, a credit check. A credit check will be administered when a prospective employee will be working in Finance, Accounting, Treasury or where duties may involve handling of funds, accounts or cash. A Motor Vehicle (MVR) check will be administered when a prospective employee will be regularly using a company vehicle.

Avangrid Renewables is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as an individual with a disability, or any other status or class protected by federal or state law.

Full Time Exempt

Company: Avangrid Renewables

Department: IT

Job Title: Manager, End User Services

Location: Portland, OR

REFERENCE: 5102934101

Publication date: 26.09.2018