Digital Technology Senior Team leader - End User Support Engineering

Baker Hughes•Houston, TX

About The Position

Digital Technology Senior Team leader - End User Support Engineering Senior Team leader - End User Support Engineering Are you passionate about providing Assistance and Support? Are you passionate about user-centric design? Join our Digital Technology! We operate at the heart of the digital transformation of our business. Our team is responsible for the cybersecurity architecture and data protection for our global organization. We advise on the design and validation of all systems, infrastructure, technologies and data protection. Partner with the best As a Senior Team Lead - End User Support (EUS) functions for all USA locations outside the Houston Metro, delivering fast, reliable, user-centric technology support. Serve as the national focal point for end-user computing experience across the portfolio, align with CTO strategy and DT Client Services processes (incident, request, problem, knowledge, change), driving excellent service experience and outcomes. As a Senior Team Lead - End User Support, you will be responsible for: Working in close partnership with the Houston Metro EUS Leader to ensure consistent standards, shared tooling, unified reporting, and seamless cross-coverage for major incidents, communications, and experience improvements across the USA. Acting as the focal point for customer engagement, M&A projects, and customer satisfaction translating business needs into service priorities, actionable plans, and measurable improvements in support experience. SCOPE & COVERAGE Users & Sites: USA campuses and affiliated locations (office, lab, warehouse, and selected executive areas) outside Houston Metro; includes walk-up/lounge support where applicable. Service Portfolio: EUS, Service Management, Premium/VIP Support, On-Demand Projects, Hands & Feet, End User Training, and Asset Management (local execution in partnership with global/region leads). Customer Engagement: owns the engagement rhythm with business/site leaders for the USA portfolio; accountable for CSAT action planning and experience improvement roadmap. M&A / Integration: EUS focal point for M&A site onboarding and integration (readiness, Day-1 model, communications, and stabilization). KEY OUTCOMES User Experience: High CSAT and effortless support journeys; visible reduction in reopens and handoffs. (L2 Support) Reliability: SLA attainment across P0–P3 with disciplined major incident handling. Productivity: Shift left through knowledge, automation, and training Budget: Execution of the AOP plan and spend within budget; timely forecasting. Asset Hygiene: Accurate CMDB/asset records and compliant endpoint posture supporting lifecycle and security outcomes. Customer Engagement & M&A: trusted customer-facing focal point; improved satisfaction and faster stabilization for new/transitioning sites.

Requirements

Proven enterprise EUS leadership across Windows devices and peripherals.
Excellent communication (business friendly and technical), relationship building, and stakeholder management.
Analytical, problem solving, and action oriented mindset with strong customer focus.
Have a Bachelor’s degree in IT or related field.
Have 10 years in IT Desktop Support / Service Desk / Client Services / Technical Support; combination of experience and job-related education considered.
Have working knowledge of ITIL/COBIT/MS/PM frameworks; relevant certifications valued.
Have demonstrated customer engagement leadership and ability to drive satisfaction outcomes across distributed sites.
Have will to visit any USA location with onsite leadership presence across supported sites as needed.
Travel: approximately 10–15% across USA sites outside Houston Metro.
Periodic after-hours/on-call coverage during critical activities, major incidents, or changes.

Nice To Haves

Have experience coordinating multi-workstream delivery for site transitions and integration activities (including M&A environments) is strongly valued.

Responsibilities

Owning the USA queue health (incident, request, problem) and drive rapid restoration for P0/P1/P2; ensure disciplined triage and escalation.
Maintaining and continuously review SLAs/OLAs; publish weekly performance with commentary and actions (aligned with SOLV leadership).
Coordinating major-incident execution and communications for non-Houston sites; align with Houston Metro EUS Leader for across USA escalations and shared communications templates.
Governing ticket hygiene and data quality
being Primary EUS customer-facing leader for USA locations; run regular service reviews with site/business leadership.
Owning CSAT outcomes: analyze drivers, define improvement initiatives, and ensure measurable follow-through (first-time fix, reduced reopens, reduced handoffs).
Translating customer feedback into an actionable improvement backlog (knowledge, automation, training, standardization) and align priorities through DT Client Services governance.
Champion knowledge management (create/review/retire cadence) and increase self service usage through high quality how to content in collaboration with SOLV
Delivering local enablement (new tools, security changes, device standards) and ensure VIP etiquette training.
Leading, coaching, and developing the DT EUS team; manage performance, recognition, and growth paths.
Managing third party providers via SLAs, scorecards, and quarterly reviews; correct under performance promptly.
Enforcing change, incident, problem, and knowledge processes aligned to ITIL and DT standards; conduct After Action Reviews (AARs).
Ensuring asset chain of custody and protection of company data.

Benefits

Contemporary work-life balance policies and wellbeing activities
Comprehensive private medical care options
Safety net of life insurance and disability programs
Tailored financial programs
Additional elected or voluntary benefits
You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.
This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.

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