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IT Service Delivery Supervisor (NEON)

Company: Battelle Memorial Institute
Location: Boulder
Posted on: May 3, 2021

Job Description:

Battelle delivers when others cant. We conduct research and development, manage laboratories, design and manufacture products and deliver critical services for our clientswhether they are a multi-national corporation, a small start-up or a government agency. We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to PANY OVERVIEWBattelle manages and operates the National Ecological Observatory Network (NEON) program, which is solely funded by the National Science Foundation. A 30+ year project dedicated to understanding how changes in climate, land use and invasive species impact ecology, the observatorys scientists and engineers are collecting a comprehensive range of ecological data on a continental scale across 20 eco-climatic domains representing US ecosystems. Our teams use cutting-edge technology, including an airborne observation platform that captures images of regional landscapes and vegetation; mobile, relocatable, and fixed data collection sites with automated ground sensors to monitor soil and atmosphere; and trained field crews who observe and sample populations of diverse organisms and collect soil and water data. Once structures are completed, a leading-edge cyberinfrastructure will calibrate, store and publish this information. The Observatory includes more than 500+ personnel and is the first of its kind designed to detect and enable forecasting of ecological change at continental scales.JOB SUMMARYThe IT Service Delivery Supervisor (NEON) is responsible for the NEON IT Helpdesk functions including incident, problem, change and request process management as well as assisting with the delivery of ITIL processes within the Observatory. The incumbent will supervise the Helpdesk team and performance of work; plans and leads response to user IT issues; and ensures successful implementation of IT service-related projects and the deployment and support of client end-user hardware. The incumbent will also be responsible for the IT Change Control Board, assisting with the definition and standardization of ITIL processes in the Observatory and will be the ServiceNow Product Owner promoting development and maturation of the ServiceNow product for the organization. This position is located inBoulder, Colorado.MAJOR RESPONSIBILITIES+ Supervises incident response and restores normal service operations as quickly as possible to minimize the impact to observatory operations. + Determines stakeholders for incident resolution; coordinates troubleshooting incidents across multiple teams, and confirms required actions are taken in a timely manner. + Analyzes incidents and requests to recognize trends, identifies areas of larger problems and areas for change to prevent future incidents. + Oversees request process and ensures the request process is working efficiently; ensures requests meet defined service agreements and works toward creating efficiency with service delivery. + Utilizes metrics and reports to monitor and ensure performance meets service level requirements; defines, develops and distributes metrics and reporting. + Assists with the life cycle of documentation and the development of knowledge in the Observatory knowledge base. + Defines and establishes schedules, sets priorities, provides support/direction and manages with issues as needed in support of the NEONs IT service desk; ensures compliance with contracts, software licensing agreements and usage; participates in IT software procurement activities and negotiations as required. + Keeps well-informed of technology advances, trends and products; participates on teams to deliver and rollout new applications and services; maintains a current knowledge base of information technology and evaluates new concepts and techniques for use to solve business problems. + Ensures top quality customer service to all end users; measures the effectiveness and support quality provided by the NEONs IT service desk through analyzing metrics to benchmark workload/performance and identify trends. + Implements procedures related to problem identification, reception, documentation and distribution; analyzes processes, implements change and process improvements as necessary. + Maintains effective relationships through communications with management, user/research communities and vendors. + Ensures an effective IT Helpdesk through the selection, development and motivation of employees. + Overseeing purchasing, deployment, support and retiring of IT end-user hardware including PCs, Macs, tablets, cell phones, printers and video conferencing equipment. + Leads the IT/CI Change Advisory Board and may be an advisor to other teams Change Advisory Boards. + As the ServiceNow Product owner, assists with ServiceNow upgrade planning; coordinates requirements, gathering and prioritization; contributes to the Service Management Steering Committee; directs the development and delivery of service management training; and facilitates development of new service processes designs.THE FOLLOWING IS REQUIRED+ Bachelors degree in Computer Science, Computer Engineering, Information Technology or related field; 5 years of experience in the IT field; or an equivalent combination of education and or experience in a related field. + Proven experience with IT service desks. + Ability to motivate and direct staff members, excellent communication skills, strong technical skills, proven analytical and problem-solving abilities, first rate customer service skills. + Must be US CitizenSALARYSalary: $78,000 $90,000 a year This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.LEGAL DISCLAIMERThe above statements are intended to describe the nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, activities and skills required of staff members.No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelles Legal Department.BENEFITSBattelles competitive benefits program includes comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. _Battelle provides employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Battelle._ For more information about our other openings, please visit /careers

Keywords: Battelle Memorial Institute, Boulder , IT Service Delivery Supervisor (NEON), Other , Boulder, Colorado

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