What The Role Is

The Manager, Service Desk is a key member of the IT Infrastructure team at Clearway Energy Group (CEG). The Manager, Service Desk directs, and coordinates activities of desktop support staff engaged in computer operations. Provides computer deployment and support, including setup, installation, repairs, upgrades, migrations, and troubleshooting. Maintains the necessary hardware and software inventory and oversees the administration of required licenses across locations in the United States. These locations include corporate offices and plant power sites owned and/or managed by CEG. The IT Infrastructure team ensures that this critical infrastructure is secure, highly available, right-sized, and compliant with all regulatory guidelines by which CEG is governed. The Manager, Service Desk is responsible for the management of desktop support desk staff in day-to-day performance as well as the continuous improvement of the desktop infrastructure and customer service culture.

What You'll Be Doing

Desktops and Application End User Support:

• Responsible for the maintenance, updates, planning, and installation of client computer systems and application software

• Product Manager and support of the ITSM application and remote management tools as it applies to CEG

• Responsible for working with the business to build automated workflows that are repetitive, replicable, and comprehensive, through continuous improvement of our processes

• Responsible for assuring users are provided efficient and timely first and second-level support

• Manage the Desktop Support staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities

• Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels

• Coordinate with the CEG compliance and cybersecurity teams to align processes with regulatory requirements

• Facilitate the deployment of new client computer systems and application integration to support business needs

• Assist in the development and documentation of technical standards, ticketing system problem queue entry and closure, and interface applications

• Coordinate with the CEG compliance team to align M365 cloud IT processes with all regulatory requirements

• Provide strategic vision to analyze and evaluate new technologies and solutions to enhance the IT environment to serve strategic and tactical business objectives

• Coordinate and participate in planned maintenance activities to ensure IT systems are properly implemented and maintained according to best practices with minimal impact to the business

• Coordinate with the team to develop and maintain proper processes, procedures, security, and system documentation according to industry best practices and regulatory requirements

Mentorship & Team Coordination:

• Provide mentorship and direction for the team of ITSM Developers and other administrative personnel

• Coordinate and participate in planned maintenance activities to ensure IT systems are properly implemented and maintained according to best practices with as little impact to the business as possible

• Develop and maintain proper knowledge base documents, processes, procedures, and system documentation according to industry best practices and regulatory requirements

• Maintain status reports, meeting minutes, and follow-up with business partners, vendors, and internal resources

• Manage the participation of an after-hours on-call rotation as necessary for problem resolution, and project management/installations

What You'll Bring

This role requires a strong working knowledge of the following:

• 6+ years of experience in support services experience for IT Desktop Support operations troubleshooting PC, peripheral, and network issues AND 2+ years managing employees or project management

• Microsoft 365 desktop support services (Exchange User Management, Teams, OneDrive, etc.)

• M365 Security and Compliance Portal and Cloud Licensing Management

• Office Applications: Outlook, Teams, OneDrive, Excel, Word and PowerPoint and integration points with SharePoint Online

• Knowledge of Windows Desktop applications; various operating systems such as Windows 10 and 11

• Experience working in a team-oriented, collaborative environment

• Excellent customer service techniques in an IT environment, written, and oral skills

• Strong communication skills and a commitment to customer service

• Self-motivated and goal-driven, with the ability to multitask and effectively prioritize and execute tasks in a fast-paced environment

• Ability to coordinate multiple tasks, status action items, respond to changing priorities, and react to short deadlines.

• Creating and maintaining user self-help documentation, technical documentation, and procedural documentation

• Strong incident management skills and troubleshooting techniques

• ITIL framework

• Hybrid Microsoft Azure/on-prem Active Directory, Group Policy, DNS

• Regulatory compliance experience

• Exceptional work ethic and time management skills

• Ability to travel 10% of the time, and on short notice

• Participate in after-hours on-call rotation as necessary for problem resolution, and project management/installations

• If you don’t meet 100% of the above qualifications but see yourself contributing, please submit your resume

What Would Be Nice

• An associate or bachelor’s degree in information systems or a similar field is preferred. Professional certification and significant experience in key Information Technology competencies will be considered in lieu of a formal degree.

• Experience working in a NERC regulated environment

Clearway will not sponsor nonimmigrant visas for this position (H-1B, TN, E-3, etc.).

The pay rate for the successful candidate will depend on geographic location, skills, relevant and demonstrated experience, education, training and certifications, and other factors permitted by law. This role is eligible to earn an annual cash bonus, subject to personal and company performance goals.

Salary Range Across all U.S. Locations

$147,000—$184,000 USD

Clearway Energy Group is leading the transition to a world powered by clean energy. Along with our public affiliate Clearway Energy, Inc., we own and manage more than 9.6 gigawatts of renewable and conventional energy assets across the country. As we develop a nationwide pipeline of new renewable energy projects for the future, Clearway’s 7 gigawatts of operating wind, solar, and energy storage assets offset the equivalent of more than 9 million metric tons of carbon emissions for our customers today. Clearway Energy Group is headquartered in San Francisco with offices in Carlsbad, Calif.; Scottsdale, Ariz.; Houston; and Princeton, N.J. For more information, visit clearwayenergygroup.com.

Our Commitment to Diversity, Equity, & Inclusion

At Clearway, we create a community that isn’t about being the same – it’s about building a team of unique individuals, with different backgrounds & skill sets, coming together to build something big & make a difference in the world. Clearway’s team is dedicated to a clean energy future across a wide spectrum of roles & responsibilities. Embodying our company values and operating principles, unique individuals come together over a common mission. We embrace opportunities to do challenging work that can change the world. We aspire to bring out the best in everyone. We share setbacks, celebrate successes, & act with integrity & accountability to get the job done.

Working at Clearway, Hybrid Together

Here at Clearway, we’re committed to balancing flexibility while fostering strong relationships with our teammates. We do this by prioritizing new hires based near one of our offices in San Francisco, Carlsbad, Scottsdale, Houston, & Princeton. Our office-based employees typically work together from fabulous spaces on Tuesdays & Thursdays to collaborate & learn, build community, get to know one another, & enjoy company-provided meals & events.

Clearway Energy is an equal opportunity employer that values a broad diversity of talent, knowledge, experience & expertise. We intentionally foster a culture of inclusion that empowers our employees to deliver superior performance to the communities we serve. We encourage minorities, women, individuals with disabilities & protected veterans to join the team. Clearway is a proud promoter of employment opportunities to our Military & Veterans.

What We Provide

Clearway offers all eligible employees working 20+ hours per week a comprehensive menu of benefits: generous PTO, medical, dental & vision care, HSAs with company contributions, health FSAs, dependent daycare FSAs, commuter benefits, relocation, & a 401(k) plan with employer match, a variety of life & accident insurances, fertility programs, adoption assistance, generous parental leave, tuition reimbursement, & benefits for employees in same-sex marriages, civil unions & domestic partnerships. For more on Clearway benefits, visit our Benefits Website (https://benefitsatclearway.com/) .