Job Summary:

At Priority Power, we pride ourselves on leading the energy transition with innovative, client-focused solutions built upon integrity, trust, and transparency. The driving force behind our success is the presence of skilled and dedicated team members. We are searching for a highly skilled End-User IT Services Supervisor to develop a best-in-class user experience.

The End-User IT Services Supervisor leads, guides the scope of IT services, and is responsible for effectively managing the service delivery of the helpdesk teams to exceed customer expectations, set the organizational standard for customer engagement, and serve as a communication channel between customers and the IT organization. 

The ideal candidate will have experience managing relationships with MSPs and outsourced helpdesk support models.  This position is ideally based in The Dallas metro area working in our Arlington office or Midland, TX office. This role will require at least 30% travel between Priority offices to engage with users for feedback and areas of improvement. 

Job Responsibilities:

  • Coordinate information from Project Management, Information Technology, and Human Resources teams to align the strategic vision for the Service Desk and set the long-term direction of the Level 1 support team.
  • Lead various projects from requirements definition through deployment, including coordination with vendors and internal resources.
  • Coordinate internal and external resources, ensuring projects remain within scope, schedule, and defined budgets, in collaboration with project staff from various functional departments.
  • Utilize knowledge and understanding of best practices for service management as well as other relevant industry standards to establish and monitor productivity metrics.
  • Handle overflow and escalated tickets by providing hands-on technical support for in-person and remote end users.
  • Conduct regular assessments (SWOT, benchmarks) to ensure that the service desk is always improving.
  • Review and assess all vendor Service Level Agreements to set expectations and measure performance.
  • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Develop and use a complete understanding of business technology needs to identify and pursue service improvement initiatives.
  • Promote the Service Desk outside of IT, and work to ensure that it is properly viewed as a core business asset.
  • Advise management on situations that may require additional client support or escalation.
  • Manage the incident management components of the IT Service Management system, monitoring and advising on functionality changes needed.
  • Oversee vendor service ticketing systems to ensure concise and accurate details are available for vendor support, and internal-facing documentation is current.
  • Daily management of 24x7x365 support for all staff.
  • Manage Incident tracking and escalation: Enhance Level 1 capabilities to reduce escalations to Level 2.
  • Manage company licensing for IT procured software(Administration of O365 licenses, Adobe, and other cloud-based user licenses).
  • Centrally manage and track IT assets (workstations, monitors, and peripherals)
  • Evaluate and ensure superior colleague experiences. 
  • Develop and maintain partnerships with outside resources—including third-party vendors

Required Job Skills & Qualifications:

  • Bachelor’s degree or post-secondary technical certification
  • 3-5 years of relevant IT Helpdesk experience
  • 2 years of supervisory or group lead role experience
  • Windows Desktop support or Help Desk experience in a Windows-centric O365/Azure AD environment/Citrix virtual desktop environments
  • Expertise in Office 365 management, AD/AAD/Exchange Administration, User Accounts, Security Groups, Mailboxes, Distribution lists, Multi-factor authentication, SSO
  • Basic understanding of networking and troubleshooting networking issues
  • Experience working with MSPs.
  • Demonstrated track record of change management skills, passionate for collaboratively solving problems
  • Intrinsically motivated and highly driven self-starter; takes initiative and works effectively with minimal direction required
  • Flexible and focused in the face of uncertainty
  • Excellent organization, communication (written/verbal), presentation, interpersonal and customer-oriented skills.
  • Experience developing and refining effective internal processes and procedures.
  • Ability to manage multiple projects simultaneously and consistently meet deadlines in a fast-paced environment.

Preferred Job Skills & Qualifications:

  • Telephony system implementation experience
  • Experience implementing or following IT controls to meet SOC, SASB requirements
  • Experience automating previously manual processes
  • Experience conducting software evaluations
  • Experience with company acquisitions and migration into standard services