IT Supervisor - Service Desk

SM-Energy Company•Denver, CO

1d•$132,600 - $163,800•Hybrid

About The Position

Supervise daily responsibilities of team and support project and process improvement efforts within a specific service delivery area. Support company initiatives, provide change management, prioritize competing individual and team responsibilities. Supervise and develop a staff of employees, oversee the day to day processes and evaluate team's work within a functional area. Understand cross functional impact of processes and demonstrate working knowledge of IT principles and procedures. May also encompass technical responsibilities of an individual contributor at a comparable IT Specialist level. This role focuses on owning the day-to-day operations of SM's first line of IT support—leading and developing the team, delivering a high-touch, white-glove customer experience, and driving process improvement. The ideal candidate is a people leader first, managing daily responsibilities, overseeing ongoing daily ticket flow, and analyzing and improving performance metrics to ensure consistent, world-class service delivery.

Requirements

Associates or Bachelor's degree in related field required.
5-7 years of relevant work experience in an IT support environment strongly preferred.
Proficient computer literacy.
Demonstrates essential application of common business (e.g. Microsoft Office Suite) and development tools and techniques utilized by the organization.
Proficient knowledge with IT and supporting applications tools and technologies, including ITIL and other IT Process frameworks.
Learns to lead adoption of new and changing systems and applications.
Proficient with the use of application development tools and techniques utilized by the organization.
Possesses proficient understanding of technical manuals, software applications, hardware principals of operations, networking and general methods of systems software operations and database management techniques.
Excellent written and verbal communication with the ability to work with groups from the VIP level such as board and executives to the field at their level of understanding.

Nice To Haves

Some supervisory or management course work a plus.
Familiarity with oil and gas industry-specific applications is a plus.

Responsibilities

Actively support, coordinate, and prioritize activities of staff within functional area including training, coaching and mentoring.
Perform data monitoring, escalations, and issues within functional area.
Assist in preparation, analysis, reconciliation and delivery of performance metrics and reports within functional area.
In working with respective clients or personnel, provide system/application/customer support as needed.
Respond to audit requests and coordinate audit activities.
Actively participate in department or cross functional projects/initiatives.
In area of responsibility, identify, recommend and implement best practices and improvements to processes.
Lead and oversee the performance management process for staff.
Monitor and adhere to budget within functional area.
Perform IT activities that support the overall service delivery for IT to the organization.
Coordinate reporting and other measures to ensure effectiveness and efficiency.
Demonstrate proficient understanding of common business practices.
Lead, coach, and develop the entry-level members of the service desk team, fostering engagement, accountability, and continuous growth.
Establish clear expectations for performance, customer service standards, and professional conduct, reinforcing them through regular feedback and coaching.
Identify individual strengths and growth opportunities within the team to support career progression and succession planning.
Champion and enforce a high-touch, white-glove customer service standard for all users.
Serve as a primary escalation point for complex or sensitive customer service issues, ensuring timely resolution and clear communication.
Verify the operational status of all conference rooms and AV equipment, ensuring timely repairs and readiness.
Maintain a steady presence for users and the team by being in the office 4 days a week including rotational or as-needed regional and other travel.
Own and continuously improve service desk processes, documentation, knowledge base, and operating standards based on the ITIL framework.
Use a forward thinking mindset to take advantage of evolving technologies such as AI and conversational support agents to effectively test and use those technologies to drive improvement.
Proactively manage and address tickets in the service desk queue, acting as a Tier 2/3 technical resource when necessary while maintaining a primary focus on supervision.
Lead by example by participating in an on-call support rotation to ensure 24/7 operational support.
Monitor service desk performance against key metrics (e.g., response time, resolution time, first-touch resolution) to gauge service health.
Identify, analyze, and report on trends, recurring issues, and systemic problems, escalating insights with recommended actions for improvement.
Use data and observations to guide process improvements, training opportunities, and service adjustments.
Maintain a results-oriented mindset with the drive to deliver exceptional and continuously improving services.
Other duties as assigned.