[Hiring] IT Desktop Services Supervisor @OG&E

Role Description

The Supervisor IT Desktop Services is responsible for the supervision and direction of desktop operations and field personnel that provide Tier 2 support of end-user devices, applications, and workplace technology. Areas of focus may include:

• Day-to-day execution
• Monitoring/measurement
• Adoption/enforcement
• Continual improvement opportunities

Coordinates and supervises execution of all associated projects. Administrative responsibilities include:

• Organizational planning
• Budgeting
• Coordination & communications
• Performance management
• Mentoring
• Safety
• Training

The Supervisor owns the strategy, operational performance, security, supportability, and lifecycle management of enterprise endpoint services while ensuring alignment with business objectives, customer experience expectations, and technology standards.

Qualifications

• Bachelor's Degree in MIS or other related fields and 6 years’ experience in portfolio management, IT solution design and delivery capacities.
• Or High School Diploma/GED and 8 years’ experience in portfolio management, IT solution design and delivery capacities.

Requirements

• Supervises daily activities of team.
• Sets priorities to accomplish task or process completion.
• Typically does not perform same work as subordinates.
• Responsible for the supervision of Desktop personnel and contractors.
• Conducts performance management activities, including coaching, mentoring, career development.
• Manages client relationships and execution of projects to ensure timely and on budget completion.
• Ensures completion of work in line with enterprise goals and strategy.
• Works closely with logistics ensuring enterprise needs are met.
• Reviews process relationships to identify opportunities for automation, optimization, and value stream improvements.
• Understands organizational processes to route off-track activities to the correct process.
• Provides cross-process leadership, strategy, and expertise.
• Ensures effective Tier 2 support which includes diagnostics and repair, troubleshooting, installation, and configuration of all applications, hardware, and equipment.
• Leads business discussions with organizational management based on metrics and insights derived from analytics.
• Defines and maintains process artifacts such as calendars, schedules, plans, training, and documentation.
• Reports and reviews metrics across processes to ensure CSFs, KPIs, and other operational metrics are in alignment and on target.
• Leads process management mechanisms such as approval boards and after-action reviews.
• Performs process manager activities as defined in the process.
• Reviews and maintains processes including, but not limited to: Change Enablement, Knowledge Management, Problem Management, Major Incident Management, Configuration Management, Service Catalog & Service Requests, Event Management, Release & Deployment Management, and Incident Management.
• Ensures a customer-centric culture focused on exceptional end-user experience and continuous service improvement.
• Ensures team compliance with enterprise policies, standards, procedures, and safety requirements.
• Owns operational delivery of desktop and endpoint services, ensuring service levels, response times, and customer satisfaction targets are consistently met.
• Leads major incident response activities impacting end-user computing services and coordinates resolution efforts across support teams.
• Oversees desktop support queue management, escalation processes, and workload balancing.
• Develops and maintains operational runbooks, support procedures, knowledge articles, and technical documentation.
• All other duties as assigned.

Benefits

• May be required to work in a remote, virtual environment.
• Some travel required.
• May work outside normal work week schedule.
• Office environment.

Physical Demands

• Rarely: Pushing
• Rarely: Pulling
• Rarely: Climbing
• Rarely: Balancing
• Rarely: Stooping
• Rarely: Kneeling
• Rarely: Crouching
• Rarely: Crawling
• Rarely: Reaching
• Rarely: Handling
• Rarely: Grasping
• Rarely: Feeling
• Rarely: Eye/Hand/Foot Coordination
• Rarely: Repetitive Motions
• Occasionally: Standing
• Occasionally: Walking
• Frequently: Sitting
• Frequently: Talking
• Constantly: Hearing

Knowledge, Skills and Abilities (KSAs)

• Ability to supervise and develop team members.
• Detail-oriented with strong planning skills.
• Excellent planning, organizational and time management skills.
• Expertise in identifying current state and assessing for efficiency or quality improvements.
• Expertise in process management including design, day-to-day execution, governance, and continual improvement of IT processes.
• Expertise in using and/or configuring Service Management Tools (preferably ServiceNow).
• Experience with ITIL principles and practices.
• Experience developing advanced reporting capabilities for IT processes including CSFs, KPIs, and other operational/performance metrics.
• Excellent written and oral communication skills in both formal and informal settings.
• Strong metrics and analytics skills, as well as problem solving and organizational skills.
• Strong leadership and facilitation skills.
• Ability to manage multiple responsibilities, priorities, and tasks simultaneously.
• Strong problem solving and organizational skills.
• Ability to solve complex problems and develop solutions.
• Ability to take action in a self-directed manner to identify and resolve issues.
• Ability to function in a customer-oriented, team-based environment.

Health and Safety (Medical/DOT Requirements)

• Pre-Employment Drug Screen

Salary Range

$105,872 - $141,149