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Service Desk Manager 

Posted on Tuesday, Oct 9 2012 0:00 AM

Job Information


EnerNOC, a leading provider of demand response and energy efficiency solutions, has an immediate need for a Service Desk Manager to join our world-class Network Operations organization.  The Service Desk Manager will be responsible for managing and growing our Customer Service Center, our main interface to all of EnerNOC’s customers.  Our Customer Service Center processed over 30,000 customer requests in 2011, and we'll address substantially more in 2012!  We’re looking for someone who has successfully built up a customer service center infrastructure (people, technologies, processes, metrics, etc.), is an excellent manager who cares about developing their people, and who can work with various groups cross-functionally to build a world-class Customer Service Center.

Key Responsibilities:

•    Developing and managing a high-performing team of analysts to deliver world-class service to our customers
•    Building on our existing infrastructure to develop a industry-leading customer support center that will scale with our long-term, global growth
    o    Instituting metrics and reporting infrastructure for managing the operations of our service center
    o    Developing, championing, and implementing plans for process / systems / technology improvements that will enable efficient and stable business growth

Other Responsibilities:

•    Determining ways to increase operational efficiency by inventing ways to streamline operations and communicating ideas cross-functionally across the organization
•    Becoming an expert in EnerNOC’s full product suite
•    Mentoring team members as a means of fostering growth and long term employee retention
•    Performing other duties as required

About EnerNOC:

EnerNOC unlocks the full value of energy management for our utility and commercial, institutional, and industrial (C&I) customers by reducing real-time demand for electricity, increasing energy efficiency, improving energy supply transparency in competitive markets, and mitigating emissions. We accomplish this by delivering world-class energy management applications including DemandSMART™, comprehensive demand response; EfficiencySMART™, data-driven energy efficiency; SupplySMART™, energy price and risk management; and CarbonSMART™, enterprise carbon management. Our Energy Network Operations Center (EnerNOC) supports these applications across thousands of C&I customer sites throughout the world. Using our C&I customers’ energy usage flexibility, we make capacity, energy, ancillary services, and carbon products available to grid operators and our more than 100 utility customers on demand as a cost-effective alternative to traditional power generation, transmission, and distribution.  For more information, visit www.enernoc.com.  EnerNOC is an Equal Opportunity Employer.

Position Type:Full Time
Location:Boston, MA
Job URL:http://ch.tbe.taleo.net/CH13/ats/careers/requisition.jsp?org=ENERNOC&c...;
Travel Required:10% of the time (approximate)
Starts On:Oct 9, 2012

Job Requirements

Required Qualifications:

•    Minimum of B.A. or B.S. undergraduate degree required
•    Experience managing a customer service center
•    Well-versed in the various technologies / metrics that are useful for customer service center management
•    Excellent analytical thinker with solid process improvement skills
•    Good manager, skilled in developing and coaching your team to perform with low turnover
•    Ability to work in a complex, fast-paced environment to come up with actionable solutions
•    Ability to get up to speed quickly on our core businesses (demand response, energy efficiency)
•    Great team player, gets along well with others
•    Travel may be necessary up to 25% of the time

Desired Qualifications:

•    Demonstrable experience developing the infrastructure for a customer service center - improving processes, implementing service center technologies, developing metrics / KPIs / dashboards
•    Experience managing remote workers
•    Experience managing both individual contributors and other managers
Education Required:B.A. or B.S. Degree Required

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