Job Objective:
Manage and oversee the IT Service Desk Team, ensuring high-quality end-user support for hardware, software, and networking issues across all company locations, including regional personnel. Provide leadership, advanced technical expertise, and strategic guidance for IT support operations, including field office support.
Essential Job Responsibilities:
- Lead, manage, and mentor the IT Support/Help Desk team to deliver timely and effective technical support for all company employees.
- Develop and implement IT support policies, procedures, and best practices aligned with company goals and industry standards.
- Serve as the escalation point for complex technical issues related to hardware, software, networking, and telecommunications, beyond basic helpdesk escalations.
- Manage configuration, deployment, and maintenance of desktops, laptops, mobile devices, and peripheral equipment across all locations.
- Coordinate with network and systems administrators to ensure the stability and security of IT infrastructure.
- Plan and execute training programs and workshops to enhance team technical capabilities and customer service skills.
- Monitor support tickets, service levels, and team performance metrics; prepare and present regular reports to IT leadership.
- Maintain knowledge of current and emerging IT trends and technologies relevant to the company’s operations, including oil and gas industry applications.
- Oversee documentation of IT processes, technical procedures, and user guides to improve team efficiency and end-user experience.
- Collaborate with other departments and stakeholders to identify IT needs and support business continuity and growth.
- Recruits & manages a geographically dispersed team of Service Desk Technicians (employees & contractors).
- Travel to field offices to provide on-site support, system assessments, and training for remote IT Service Desk personnel
Other Job Responsibilities:
- Demonstrates commitment to company core values — Integrity, Ownership, Urgency, Alignment, and Innovation — in all daily responsibilities and interactions.
- Actively contributes to the company’s mission and vision through reliable, high-quality work and leadership.
- Participate in IT projects, system upgrades, and company-wide initiatives as assigned by management.
- Maintain confidentiality of sensitive information and uphold corporate security policies.
- Adapt to changing business needs by modifying responsibilities and priorities as required.
Physical Demands and Work Environment:
This position is primarily sedentary and involves extended periods of computer use, including keyboarding and viewing a screen. The employee may occasionally be required to stand, walk, reach, or lift and move office materials weighing up to 15 pounds. The role is performed in a typical office environment with standard lighting and noise levels.
The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions, with or without accommodation.
Qualifications:
- Minimum of 6 years of hands-on experience in information technology support, with at least 2 years in a leadership or managerial role, preferably in the oil and gas industry.
- Advanced knowledge of Windows desktop and server operating systems, Microsoft Office 365 suite (Teams, OneDrive, Outlook), and remote support tools.
- Experience managing hardware and software deployment, troubleshooting, and network support at enterprise level.
- Strong understanding of Active Directory, security configurations, and telecommunication systems.
- Proven ability to lead, motivate, and develop technical support teams to meet service level goals.
- Excellent interpersonal and communication skills to interact with personnel at all organizational levels.
- Ability to manage multiple projects, prioritize tasks, and work effectively under pressure in a fast-paced environment.
- Willingness and ability to travel approximately 20% annually to field offices for on-site support and collaboration.
Education Requirements, Certifications, Licenses, and Registrations:
- Preferred:
- Bachelor’s degree in Information Technology, Computer Science, or related field
- Relevant certifications (e.g., ITIL, CompTIA, Microsoft certifications)
