Supervisor IT Field Services | Douglas Office

Pinnacle West Capital Corporation•Douglas, AZ

61d•Hybrid

About The Position

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together. Summary Supervisor, IT Field Services | Douglas Office Are you a hands-on IT leader who enjoys solving complex challenges and keeping critical systems running smoothly? As the Supervisor of IT Field Services, you'll lead a team of skilled technicians responsible for maintaining and supporting the technology infrastructure that powers our business operations. From network performance and server reliability to user support and field service delivery, your leadership will ensure the team delivers efficient, responsive, and high-quality technical service across the organization. What your day would be like: Lead, coach, and develop a team of IT Field Service technicians to provide excellent customer and technical support. Oversee network administration, monitoring, and troubleshooting of servers, network equipment, and software tools. Coordinate with IT and business units to identify, prioritize, and resolve system or service issues. Define team schedules, assign priorities, and manage daily operations to align with organizational goals. Ensure adherence to policies, procedures, and service-level standards. Drive process improvements that enhance efficiency, reliability, and customer satisfaction. Provide technical and operational guidance to ensure service restoration and continuous improvement. Who we're looking for: Proven Leader: Experience managing IT field service or network support teams in a fast-paced environment. Technical Expert: Strong understanding of network infrastructure, servers, and software applications. Collaborative Partner: Skilled at building relationships and working across departments to resolve issues and improve service delivery. Decision Maker: Confident in setting priorities, managing resources, and making sound operational decisions. Customer-Focused Professional: Committed to delivering responsive, reliable, and high-quality technical support. Continuous Improver: Driven to identify opportunities for process optimization and service enhancement.

Requirements

Bachelors' degree in Information Technology or related field
PLUS three (3) years' prior relevant experience or equivalent combination of education and directly related experience.
Demonstrated leadership skills.
Requires knowledge of job area typically obtained through advanced education combined with experience.
Has comprehensive knowledge and understanding of electrical systems, electronic theory and circuit analysis and experience in telecommunications system architecture.

Nice To Haves

Knowledge of service offerings; customer service principles; various computer software applications, computer/networking hardware, standard operating systems, and any other computer-related technologies
Skills in customer service; interpersonal, written and oral communications; supervising and working collaboratively in teams and across organizations; synthesizing feedback and adjusting plans accordingly; building strong relationships inside and outside the organization; resolving incidents/problems efficiently and effectively.
Ability to respond promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations; solves conflict; maintains confidentiality

Responsibilities

Leads the day-to-day activities of a team in the delivery and maintenance of quality information and communication systems solutions to support Pinnacle West business processes that conform to I/S guidelines and architectures.
Leads the team in the resolution of technical issues by identifying, recommending and implementing appropriate solutions
Ensure corrective actions are taken and failures and impairments are resolved in a timely, effective and efficient manner
Enables network access to computing systems and oversee access permissions to include administrative rights to the network infrastructure according to capability.
Ensures timely installation of patching and upgrades of network systems are completed regularly
Supervises the teams use of a general-purpose monitoring system in the NOC
Assigns, directs, facilitates, reviews and approves unit work activities to ensure effectiveness and productivity of the work unit.
Ensures schedule adherence and quality implementation of security solutions, including firewall and intrusion detection systems according to defined MOP's.
Develops and retains a highly skilled technical team by implementing performance management program and ensuring staff has the technical and business skills to support the objectives of the organization.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume