(ComEd) Supervisor Information Desk-Joliet, IL

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Location: JOLIET, IL, United States
Organization: ComEd
Job ID: 242189
Date Posted: Aug 25, 2022
Job: Administration

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Job Description


Be a part of something powerful at America's premier energy provider!

At Exelon, we are united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities: Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.


Directs and is responsible for optimizing the practices, policies, procedures and programs to operate the electric distribution system in a safe, reliable and efficient manner with the welfare of employees, customers, the public and shareholders in mind. Supervise and direct the activities of Information Desk Technicians and coordinates Support Group activities at the OCC during normal operations, storm response and system emergencies. Promote and maintain an environment that fosters a high performance culture and a learning organization. Ensure an environment that respects and promotes diversity. Research, design and implement programs or processes that allow for the efficient and accurate dissemination of information concerning distribution system status. Act as the Liaison with internal and external organizations. Implement Company and departmental policies, procedures & guidelines in order to satisfy corporate, business unit, municipal and regulatory requirements. Maintain and apply a working knowledge of the Exelon Management Model for business controls and meet management's expectation for conducting effective business. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.


  • Supervise, coordinate and direct the daily activities of the IDT's & Information Desk operations at the OCC to support 24x7 operations of the electrical distribution system to include the restoration efforts for storms and other system emergencies. Oversee IDT schedule to ensure proper shift coverage. 
  • Evaluate and Monitor non-exempt employee productivity to maximize performance. Administer the Performance Review Process for direct reports. Provide initial, continuing and on-the-job training for the group. Ensure company goals, behaviors and departmental performances are on track. Develop quality performance measures to benchmark actual performance against organizational objectives that support the corporate strategic plan. 
  • Act as Departmental Subject Matter Experts (SME's) to include troubleshooting for numerous computer programs including Passport, Send Word Now, Voice Recorders, ARCOS, OMS, Mobile Dispatch, SCADA, CE*GIS, Motorola Radios, FLOS, Company Websites, Microsoft applications & all office equipment. Participate in various users' groups, task force projects and teams as required. 
  • Act as the OCC Liaison for our internal and external stakeholders: External and Governmental Affairs, LCS, Media Relations, Environmental Services, Safety, HR, Claims, Regulatory Strategies, Reliability, Regional OPS, Field Services, Supply Services, Veg Management, Transportation, Corporate Security, Transmission OPS and Customer Service and All Municipalities, ICC, IEMA and DOE. 
  • Generate and Analyze reports for OCC Director and Shift Managers regarding monthly performance metrics, storm data, daily and weekly ETR values and goals and all other report requests. 
  • Accountable for the distribution of the daily Exelon Utilities Operations Report which includes: Gathering & entering daily metrics for all Business Units. Script verbiage for electrical events for the Executive Summary & Daily System Status Reports. Facilitate and monitor daily call to ensure call quality is preserved. 
  • Perform the duties of the Manager of Operations for the Information Desk in their absence including interacting with Key Managers, Directors and Executives.


  • Supervisory responsibilities include oversight of 16 Information Desk Technicians. Includes directing and monitoring individuals in the use of a wide range of computer applications and information services.
  • Work involves contact as well as resolution with both internal and external customers regarding outage information. Cooperation, tact, good judgment and persuasiveness are essential to prevent measurable negative impact on the Company image.
  • Decision making impact is moderate to high. Quick and accurate decision making in this position is critical for the business unit's success.
  • Level of independent action is high. Work is very diverse and somewhat complex in nature. Work involves the understanding and application of company procedures and guidelines.
  • Budget impact is moderate. Impact deals with ensuring proper staffing and scheduling based on expected system operating conditions. Departmental turnover is significant requiring selection, hiring & training of individuals on a yearly basis.
  • Involved in the planning and implementation of major projects and initiatives impacting the department.


  • Bachelor's degree and 5 - 8 years or Associates degree and 8 -10 years' experience in the operation, maintenance or engineering of the electrical equipment on the electrical distribution system OR high school diploma and 9 - 12 years of company related experience.
  • Position requires rotating shift work. Must be available for callout. Must be willing to work extended hours including 24 x 7 coverage during storms or other energy delivery emergencies.
  • Thorough knowledge of computer programs including Microsoft Office Suite, Passport, OMS/SCADA, CIMS, Mobile Dispatch and ARCOS are essential.
  • Requires the demonstrated ability to direct the work activities of other personnel.
  • Requires excellent communications, analytical and interpersonal skills are required. Must have the ability to multi-task.
  • Work requires the ability to analyze complex issues calmly and provide direction with confidence.
  • Requires the ability to formulate own ideas and initiate direction. Must be able to work unsupervised on projects.
  • Must be willing to travel as necessary to attend meetings and training.

  • Bachelor's or Associates degree in communications, engineering, IT, or closely related discipline. Previous supervisor experience and/or Information Desk experience.
  • General understanding of SRP (Storm Restoration Process).
  • Understanding of applicable computer programs and technology as they relate to the job.

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