Service Desk Supervisor

Service Desk Supervisor

Headquartered in Houston, Texas, Summit Midstream Corporation is a value-driven corporation focused on developing, owning and operating midstream energy infrastructure assets that are strategically located in unconventional resource basins, primarily shale formations, in the continental United States.

We currently operate natural gas, crude oil and produced water gathering systems in four unconventional resource basins:

Williston Basin in North Dakota, which includes the Bakken and Three Forks shale formations;

Denver-Julesburg Basin, which includes the Niobrara and Codell shale formations in Colorado and Wyoming;

Fort Worth Basin in Texas, which includes the Barnett Shale formation; and

Piceance Basin in Colorado, which includes the liquids-rich Mesaverde formation as well as the emerging Mancos and Niobrara Shale formations.

Our systems and the basins they serve are as follows:

Polar & Divide system, which serves the Williston Basin;

DFW Midstream system, which serves the Fort Worth Basin;

Grand River system, which serves the Piceance Basin; and

Niobrara G&P system, which serves the DJ Basin.

Summit Midstream is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Relocation: No relocation assistance provided.

Work schedule: hybrid schedule (office/remote).

Work Sponsorship: Summit Midstream will only employ those who are legally authorized to work in the United States. Any offer of employment is contingent upon the Company receiving satisfactory results from a pre-employment drug screening, a criminal background check, and reference checks and your satisfaction of all other applicable fitness for duty requirements.

The Service Desk Supervisor is responsible for leading the service desk team to provide excellent customer service and resolve technical issues within the company. This role involves a combination of technical expertise and customer service experience, with a strong problem-solving attitude. The supervisor will oversee the daily operations of the help desk, manage and evaluate the performance of the team, and ensure timely and accurate customer service. Additionally, the role includes responsibilities such as training and coaching support service desk representatives, managing incidents and service requests, and collaborating with other departments to address and resolve issues. The supervisor will also be involved in developing and implementing best practices for customer service, as well as maintaining high security standards, along with to support the business by providing 1st level support via phone, email, walk-ups, and the ticketing system, along with supporting the desktop functions such as PC imaging, deployment, inventory, moves, executive, and audiovisual support of all conference rooms. This position is a working supervisor who will need to be hands-on, lead the team, and support the business. As a working supervisor, you will need to be able to provide 24/7 support, which includes after-hours and weekend support on a bi-monthly basis.

Key Responsibilities:

• Lead and manage the IT support services team to ensure high-quality customer service and technical support.
• Oversee the daily operations of the help desk, including incident and service request management by supporting the ticketing system.
• Train, coach, and evaluate the performance of support service desk representatives.
• Collaborate with other departments to address and resolve technical issues.
• Develop and implement the best practices for customer service and technical support.
• Maintain high security standards and ensure compliance with company policies and procedures.
• Manage and prioritize multiple projects and tasks effectively.
• Provide regular reports and updates to senior management on the performance of the IT support services team.
• Own the creation of IT requests for software and hardware purchases and renewals via the ERP system
• Provide technical assistance deskside or remotely to end-users, answering questions, and guiding them through troubleshooting steps, including executive support and any SOCC-related hardware issues, testing, and upgrades in both Data Centers.
• Asset Management: Managing computer hardware and peripherals, including inventory and replacements, which includes unboxing and adding the device to the inventory system, and placing it in storage
• Support Board and Executive meetings in the boardroom or any conference room
• Training: Providing training to users on new hardware, software, and systems during the onboarding process or changes of departments.
• Support and schedule any interoffice or field moves that require relocating systems, including desktops, laptops, monitors, desk phones, and peripherals.
• Collaborate with vendors to ensure all software, hardware, and other desktop support tools are functioning correctly.
• Participate in merger or acquisition activities, including preparing for and deploying new end-user equipment, as well as performing on-site onboarding.
• Attends/or schedules meetings with other departments to understand their needs and coordinates the necessary work with department teams.
• Collaborates with department leadership to periodically revise technology standards to meet the customers' needs.
• Create weekly IT ticketing reports to leadership to ensure the team is meeting or exceeding customer expectations.
• Collaborate with other teams to communicate outages and status updates.
• Provide support during a Business Continuity scenario to ensure that the Main and DR data centers are ready to support the SOCC

Qualifications:

• Bachelor's degree in information technology, Computer Science, or related experience.
• Proven experience in a leadership role within IT support services.
• Strong technical expertise and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to manage and prioritize multiple projects and tasks effectively.
• Strong understanding of IT security standards and best practices.
• Experience with IT service management tools and software.

Summit Midstream offers a comprehensive benefits package including:

• Company Paid Holidays
• Discretionary Performance Bonus
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employer supplemented Health Savings Account
• Flexible Benefit Plan
• Basic Term Life Insurance
• Voluntary Term Life and AD&D Insurance
• Employer Short & Long-Term Disability Insurance
• Employee Assistance Plan (EAP)
• Hospital Indemnity, Critical Illness and Accident Insurance
• Wellness Incentive Program
• 5% Retirement Plan Match

Notice:

Summit Midstream Corporation will not pay a fee of any kind to any third party agency without a valid Summit Midstream Corporation' Master Service Agreement (MSA) authorized and signed by Human Resources. Any resume, application or other form of candidate submission to any employee of Summit Midstream Corporation, without a valid MSA on file, will be considered property of Summit Midstream Corporation and no fee will be paid.

Are you ready to join a fast-paced, growth oriented midstream company, then apply today!

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***No phone calls or email, please.***

No Agency Calls and /or submissions will be accepted