Manager, Information Technology | Service Desk

Manager, Information Technology | Service Desk
Make a meaningful impact every day by leading the team that keeps our employees connected, productive, and supported.

We're seeking a proactive, people-firstIT Manager to lead our Service Desk team-our first line of support across APS. In this role, you'll guide a team of skilled analysts and technicians who provide technical assistance and customer service to thousands of employees, helping them resolve issues quickly and keep operations running smoothly. You'll also collaborate across IT and business units to improve service delivery, modernize support tools, and implement scalable solutions that align with our broader technology strategy.

What your day would look like:

• Leading and coaching a team of service desk professionals, fostering a high-performing, customer-focused culture.
• Managing daily operations, including support ticket workflow, escalations, and quality assurance.
• Partnering with business and IT leaders to identify support trends, recommend improvements, and streamline workflows.
• Coordinating implementation of new technologies or upgrades to ensure minimal disruption and optimal adoption.
• Driving performance metrics to monitor service levels, user satisfaction, and continuous improvement.

What you'll lead and manage:

• A dedicated internal team of IT support technicians as well as multiple vendor and managed service partners, ensuring seamless service delivery.
• Cross-functional collaboration with departments across IT and the business to proactively identify issues and drive service improvements.
• Prioritization of team resources and support efforts by defining schedules, assigning responsibilities, and managing administrative workflows.
• Development and execution of operational plans that align with enterprise goals and evolving business needs.
• Oversight of department budgets and financial planning to ensure responsible and effective use of resources.
• Day-to-day decisions guided by APS policies and procedures, with support and strategic direction from your leadership team.

Manager, Information Technology | Service Desk

• BS in Computer Science, Business or related degree or equivalent work experience.
• PLUS eight to ten (8-10) years progressively responsible related experience in area/s of assignment is required to obtain an advanced understanding of information and/or communication systems, operating systems, network communications, equipment and infrastructure.
• Demonstrated leadership skills required.
• Previous supervisory experience preferred.
• Demonstrated high quality oral, written and presentation communication skills, high quality interpersonal and people management skills, and demonstrated experience in project management.
• Extensive experience in the development, integration, and support of information and communication systems applications, distributed and mainframe environments, network architecture and sub-systems, distributed and mainframe server architectures cross platform interfaces.
• Extensive experience in information systems methodologies, systems guidelines & architectures, and technologies.

Preferred Special Skills, Knowledge, or Qualifications

• Strong customer service ethic
• Ability to prioritize and quickly resolve issues
• Excellent verbal communication skills
• Excellent analytical and problem-solving skills
• Effective prioritization and project management skills
• ITSM and ITIL 4 experience or certifications
• Service Now experience and knowledge
• Experience with managing services from vendors. This includes oversight of service delivery and service levels
• Experience in supporting regulated environments

1) Directs the delivery and maintenance of quality information and communication systems solutions to support PNW business processes that follow all I/S guidelines and architectures. Ensures client assistance and 7 day per week/24 hours a day support for operational systems consistent with Service Level Agreements and business processes are optimized. Ensures preferred technical architecture and business requirements are balanced to provide effective information and communication systems solutions, sound architecture, and cross-system integration objectives.
2) Resolves technical issues and recommends and implements viable alternatives and solutions.
3) Ensures departmental costs remain within approved budget. Continually improves department work processes.
4) Develops unit level strategic plans that support corporate and I/S plans. Supports client planning process and prioritization for systems technology implementation. Assigns, directs, facilitates, reviews and approves unit work activities. Ensure effectiveness and productivity of the work unit.
5) Maintains knowledge and understanding of business processes. Manages, negotiates, and meets client's expectations.
Implements performance management programs. Spends time with staff on performance focusing. Develops and retains a highly skilled technical team including a supervisory backup. Actively seeks to improve own skills and knowledge to apply to current and emerging business and technical environment. Ensures appropriate staffing levels and that staff has technical skills and business skills to support objectives of the organization.
6) Acts to produce effective teams. Ensures the development of a cooperative culture that supports team accomplishments.
7) In a timely manner, communicates issues openly and honestly with staff, peers, management and customers.

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

Arizona Public Service is a smoke free workplace.