Digital Solutions Supervisor

Description

Digital Solutions Supervisor

Job Description

Department: Digital Technology

Job Status: Full Time

FLSA Status: Salary Exempt       

Reports To: IT Operations Manager

Location: The Woodlands, TX     

Amount of Travel Required: Less than 20%

Work Schedule: Monday-Friday, 8:00 AM – 5:00 PM CST              

Positions Supervised: Fleet IT, Desktop Support

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POSITION SUMMARY: The Digital Solutions Supervisor at Beusa Energy will lead and manage the Corporate IT Support and Field IT Support teams, ensuring efficient resolution of technical issues and maintaining high service standards. This role is pivotal in overseeing field IT operations, including frac and data van connectivity and functionality, while ensuring seamless IT support for corporate office systems and end-user devices. The Digital Solutions Supervisor will drive process and performance improvements, implement and refine support processes and SLAs, and foster user satisfaction across both teams.

This role requires close collaboration with IT infrastructure, cybersecurity, and application teams to address systemic issues, manage critical incidents, and support field-specific technology needs. Additionally, the Digital Solutions Supervisor will cultivate a culture of continuous learning through training and development opportunities, ensuring the team remains proficient in emerging technologies and industry best practices. This position plays a key role in aligning IT support operations with the strategic goals of Beusa Energy while maintaining optimal service delivery for both corporate and field environments.

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ESSENTIAL FUNCTIONS: (The following duties and responsibilities are all essential job functions, as defined by the ADA, except for those that begin with the word "may.")

• Lead and Supervise Teams, manage and mentor the Corporate IT Support and Field IT Support teams, ensuring efficient resolution of technical issues and maintaining high service standards.
• Field IT Operations, oversee the Field IT Support team in their management of frac and data vans, ensuring reliable connectivity, systems functionality, and quick response to field operations.
• Corporate IT Oversight, ensure Beusa IT support provides prompt and effective support for office-based systems, software, and end-user devices.
• Process and Performance Improvement, develop, implement, and refine support processes, metrics, and SLAs to enhance operational efficiency and user satisfaction across both teams.
• Cross-Functional collaboration, Coordinate with IT infrastructure, cybersecurity, and application teams to address systemic issues, project needs, and field-specific technology requirements.
• Incident Management, oversee the escalation process for critical incidents, ensuring timely resolution and communication with stakeholders.
• Training and Development, promote a culture of continuous learning by providing training and development opportunities for team members to stay updated on emerging technologies and best practices.
• Performs other related duties as assigned to assist with successful operations and business continuity.

Qualifications

POSITION REQUIREMENTS:

• Successfully passes background check.
• Possesses a valid U. S. Driver's License.
• Daily in-person, predictable attendance.

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EDUCATION/EXPERIENCE LEVEL

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• Minimum of 5 years of experience in IT support, including at least 2 years in a supervisory or team lead role.
• Proven experience in managing IT support for both corporate office environments and field operations.
• Hands-on experience with incident management, escalation processes, and ITIL frameworks preferred.
• Proficiency in troubleshooting and supporting hardware, software, network connectivity, and end-user devices.
• Familiarity with field-based technologies and operations, including frac and data van systems, is a plus.
• Strong knowledge of IT service management tools and ticketing systems.
• Experience in developing and implementing support processes, metrics, and SLAs to improve operational efficiency.
• Demonstrated ability to train, mentor, and develop technical support teams.

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QUALIFICATIONS, SKILLS, COMPETENCIES, AND ABILITIES

• Strong leadership skills with the ability to supervise, mentor, and motivate diverse IT support teams.
• Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving technical issues.
• Effective communication skills, both verbal and written, to interact with technical and non-technical stakeholders.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a focus on service quality.
• In-depth knowledge of IT support tools, including ticketing systems, monitoring software, and remote support platforms.
• Strong understanding of networking concepts, system connectivity, and field-specific technology requirements.
• Commitment to fostering a user-focused support culture, ensuring high satisfaction across corporate and field environments.
• Experience coordinating with cross-functional teams to address systemic issues and implement solutions.
• Demonstrated ability to create, implement, and refine support processes, metrics, and SLAs for continuous improvement.
• Adaptability to evolving technologies and willingness to drive the adoption of new tools and best practices.
• High level of professionalism, confidentiality, and ethical integrity in all interactions.

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PHYSCIAL REQUIREMENTS/WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequently required to walk, sit, climb, bend, reach and squat/kneel. Digital Solutions Supervisor works primarily indoors and will be sitting prolonged periods of sitting at a desk and working on a computer. Must be able to access and navigate each department at the organization’s facilities. Digital Solutions Supervisor may be required to lift heavy objects; therefore, Digital Solutions Supervisor  must be able to lift 25lbs.

Work hours may include early morning, late afternoon/evening hours, and weekends in combination depending on job demands.

The Company is committed to the cause of equal employment opportunity for all employees and applicants, thus abiding by all applicable state and federal laws. Our practices regarding employment, job promotion, compensation, training, and termination do not discriminate on the basis of race, color, religious creed, age, sex, national origin, veteran's status, disability, pregnancy, genetic information, or any other legally protected status. It is expected that all employees, both management and staff, will fully support these nondiscriminatory policies.

The company has reviewed this job description to ensure essential functions and duties have been included. It is not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities.

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Last Reviewed 01/2024