Chevron ENGINE IT Workforce Enablement Lead

About The Position.

This position leads IT Workforce Enablement (WE) operations by developing team schedules, assigning, and monitoring work; gathering resources; implementing productivity and customer service standards; resolving operations problems.

Controls expenditures by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions.

Delivers high performance by enforcing performance, quality, and customer service standards..

Key Objectives Of The Position.

Deliver secure and reliable IT Workforce Enablement Services to Chevron ENGINE aligned to the Chevron Enterprise IT service model.

Plan and manage IT Workforce Enablement Service changes efficiently and effectively to meet Chevron ENGINE and Chevron Enterprise IT requirements.

Build effective working relationships with Chevron ENGINE stakeholders, Chevron Enterprise IT, and managed service partners.

Key Responsibilities.

Lead and serve as point of escalation on operational incidents and service escalations for IT WE Services.

Serve as Chevron ENGINE escalation and coordination point for IT Service Desk provided by Chevron Enterprise IT.

Align and partner with Chevron Enterprise IT in the evergreen of IT Service Operations.

Provide support to internal and external divisions for events and programs, including some nights or weekends as needed (after-hours and weekends).

Lead a variety of assignments related to the support of virtual town halls.

Lead in growth and build out of WE IT Services as the Chevron ENGINE matures.

Lead efforts in the purchasing of hardware, software, and technical services to ensure adherence to technical and security specifications.

Create and manage technical inventories, documentation, reports, and metrics.

Ensure On-Call and Remote support as needed.

Function as technical lead with supervisory responsibilities of managed service activities.

Plan, organize, and assign work for the team, communicate and define expectations, and provide technical guidance.

Establish team goals that support organizational objectives by gathering pertinent business, financial, service, and operations information, identifying and evaluating trends and options.

Basis the information choose a course of action, define objectives, and evaluate outcomes.

Maintain customer service standard by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Complete customer service operational requirements by scheduling and assigning team members and following up on work results.

Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends, and recommending system requirements.

Assess customer satisfaction with services by designing and implementing satisfaction surveys, analyzing and interpreting results.

Responsible for continuous learning and development in current position expectation and growing in other technical area.

Required Qualifications.

Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.

At least 7-10 years of technology experience in IT Service support and supporting IT infrastructure (MS Windows/Azure Environment) including desktops/notebook computers, printers, networks, conference/Audio Visual rooms in an Enterprise Environment (+500 users).

At least 2 years in a supervisory/leadership role in the IT Service Delivery space.