PCN Enterprise Service Desk (ESD) Operations Manager in Mechanicsburg, Pennsylvania

Job Description:

Enterprise Service Desk (ESD) Operations Manager


Mechanicsburg, PA


PCN is seeking a SR Enterprise Service Desk (ESD) Operations Manager to stand up and operate 24x7x365 state wide ITIL based ESD supporting end to end delivery of telecommunication services to the Commonwealth of Pennsylvania, its multi-vendor ecosystem, and Agency customers. This key role will develop and document processes and procedures, establish operating controls and metrics, build out a new service oriented team and support deployment and automation capabilities of ITSM solution.


  • Develop ESD Implementation Plan

  • Define, Document and Maintain ESD processes and related tool integrations to CoPA’s ITSM tool and other vendors ITSM tools

  • Define ESD Operations requirements and insure consistent achievement throughout integration of ESD ITSM solution with other Telcom service provider ecosystem and CoPA support services ecosystem (ServiceNow)

  • Maintain appropriate staffing levels of well-trained customer service focused L1 & L2 Service Desk agents

  • Manage performance to achieve SLAs and customer satisfaction

  • Understand and report on SLA performance

  • Design, Report and publish comprehensive ESD metrics (trouble ticket aging; SL non-compliance; Key issues relating to Incident Management processes, et al)

  • Assist in the creation, support and maintenance of a Configuration Management Database (CMDB) that will integrate “Downstream” with CoPA’s ServiceNow CMDB


  • 10+ years’ experience as a Service Desk Operations Manager

  • Experience operating in multi-vendor, multi customer shared services SLA governed environments

  • Strong “Operational” mindset (Customer Service Focused, anticipates issues and proactively avoids problems)

  • Strong documentation skills/discipline (as is and to be; procedures / processes; business standards; Incident and Problem Management; event management; tool integrations; CMDB and SACM; et al)

  • Experience with one of more of the following (Remedy, Service Now, Solar Winds and Whatsup) and experience automating processes in ITSM platforms

  • Preferred experience serving the Government sector - state and / or federal agencies

  • Excellent communication skills (verbal and written)

  • Excellent management skills

  • ITIL Certified

  • BS preferred not mandatory

This position requires a successful drug screen and background check. To be considered for the position you must be eligible to work in the United States without sponsorship. We do not provide relocation assistance.

PC Network provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, PC Network complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

PC Network expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PC Network employees to perform their job duties may result in discipline up to and including termination.

Be a Part of the PCN Team

Inquisitive. Honest. Collaborative. Our customers use these words to describe the PCN team. We understand that our employees are the foundation of our success now and in the future. Because of this, we encourage our team members to be individuals, supporting teamwork, entrepreneurism, and authenticity. We look for individuals who seek enriching experiences and challenges in their projects and career. Our philosophy of a successful employee includes making resources and tools readily available such as mentors and continuing education to facilitate long term success. For open positions at PCN, please visit https://careers-pcn.icims.com/jobs.

PCN is a rapidly growing IT services company based in Center City Philadelphia. We support our customers in over 20 countries and strive to be the top DDI managed service provider in the world. Visit our website www.PCN-inc.com for more information.

ID: 2017-1670

External Company URL: pcn-inc.com