System Support Supervisor

Ozarks Electric Cooperative•Fayetteville, AR

1d•Onsite

About The Position

Ozarks Electric, headquartered in Fayetteville, Arkansas with offices in Springdale, Arkansas, Stilwell, and Westville Oklahoma incorporated in 1938, is a member-owned electric cooperative, serving more than 90,000 meters across nine counties in Northwest Arkansas and Northeast Oklahoma. The Systems Support Supervisor will manage daily Information Technology support operations, ticket queues, workload distribution, and service delivery activities. This role involves monitoring service level agreements (SLAs), key performance indicators (KPIs), and service quality metrics to ensure organizational objectives are achieved. The supervisor will coach, mentor, develop, and evaluate support personnel, manage escalations and critical incidents, and oversee endpoint management practices. The position also requires analyzing service trends, coordinating support activities with various teams, and driving continuous improvement initiatives.

Requirements

Associate's degree in Information Technology, Computer Science, Information Systems, Networking, Engineering, Business Administration, or a related field is required, or equivalent combinations of education, certifications, military training, and relevant experience may be considered.
Five or more years of experience in information technology support, systems administration, technical support, or a related technical field is required.
Demonstrated experience leading information technology support operations, service delivery functions, technical personnel, customer support processes, and operational improvement initiatives is required.
Must possess a strong working knowledge of information technology support operations, service management principles, technical support processes, and enterprise technology environments.
The successful candidate must demonstrate strong leadership, coaching, communication, organizational, and problem-solving skills, along with the ability to manage competing priorities, develop staff, analyze operational data, and communicate effectively with both technical and non-technical stakeholders.
Ability to align support services with organizational objectives and promote a culture of customer service excellence is required.
Must have valid driver's license without violation, which would prohibit insurability.
All specific equipment related to Information Technology as well as routine office equipment.

Nice To Haves

Relevant industry certifications supporting competency in endpoint administration, device lifecycle management, customer service, service delivery, technical support operations, and technical leadership, such as CompTIA A+, CompTIA Network+, CompTIA Security+, Apple Device Support, Apple Deployment and Management, Microsoft Endpoint Administrator (MD-102), Microsoft Azure Administrator Associate (AZ-104), HDI Support Center Manager (HDI-SCM), ITIL 4 Direct Plan and Improve (DPI), CompTIA Project+, or equivalent certifications are strongly preferred.
Knowledge of IT service management frameworks, performance management, operational planning, service level agreements, and continuous improvement methodologies is preferred.

Responsibilities

Manage daily Information Technology support operations, ticket queues, workload distribution, and service delivery activities.
Monitor service level agreements (SLAs), key performance indicators (KPIs), and service quality metrics to ensure organizational objectives are achieved.
Coach, mentor, develop, and evaluate support personnel to promote professional growth and operational effectiveness.
Manage escalations, critical incidents, and complex support issues to ensure timely resolution and minimal business disruption.
Develop, implement, and improve support processes, procedures, standards, and operational workflows.
Oversee endpoint management practices including device lifecycle management, endpoint security standards, macOS and iOS device administration, Kandji management, Intune management, and endpoint compliance processes.
Analyze service trends, recurring issues, and operational data to improve efficiency, reduce incidents, and enhance service quality.
Coordinate support activities with infrastructure, networking, cybersecurity, application, and business teams to support organizational objectives.
Oversee staffing, scheduling, workload management, reporting, and operational planning activities.
Establish and maintain knowledge management practices, documentation standards, self-service resources, and support training materials to improve operational efficiency and user experience.
Establish and enforce preventative maintenance programs, monitoring standards, and operational best practices.
Lead planning and recommendations related to equipment replacements, technology upgrades, budget development, and service improvements.
Manage vendor relationships, contracts, service performance expectations, and technology support agreements.
Drive continuous improvement initiatives focused on operational excellence, customer satisfaction, and service delivery effectiveness.
Complete all required Information Technology and Security training as assigned.
Perform any other duties assigned to fulfill the objectives of the Cooperative.