What are the responsibilities and job description for the Supervisor Service Desk position at Iron Oak?
Iron Oak Energy, a leading provider of proppant to the oil and gas industry with a differentiated footprint of low-cost, logistically advantaged mining and terminal assets serving all major U.S. shale basins. Iron Oak Energy Solutions, formed from the strategic combination of Covia Energy and Black Mountain Sand to create a premier frac sand mining company, delivering superior products and solutions to diversified oil and natural gas markets across North America. The combination positions Iron Oak Energy with unmatched scale, reliability, and deliverability to customers in all major oil and gas shale plays.
Iron Oak Energy is looking for a dynamic Service Desk Supervisor who will have a positive impact on the Information Technology team at it’s The Woodlands, TX. Corporate office location.
The Service Desk Supervisor will oversee all aspects of the Service Desk operations. The supervisor will be responsible overseeing the Service Desk Operations and the team, which consists of day-to-day operations, managing weekly schedules, delivering performance reviews, projects as assigned ,on/off boarding, asset management, escalation handling, process documentation and other functions typically required in the managing of service desk operations.
This is an exciting opportunity for a talented individual who is passionate about working in a fast-paced environment with a great attitude.
Key Responsibilities:
- Establish procedural methods and policies to insure smooth delivery of routine services to end users. Provide direction to company employees according to established policies and management guidance.
- Identify areas of improvement along with strategic planning and manage these ideas to fruition.
- Responsible for client relationship management – including both corporate offices and remote sites.
- Prioritize tasks and assignments delegated by management and clients.
- Responsible for managing IT incidents, resolution and communication to internal customers.
- Prioritize IT incidents based on ITIL framework standards, send outage communications, prepare Change Requests and ensure proper approvals.
- Take an active role in CAB and keep team members informed of any system outages.
- Act as Level I and II when needed to provide end user support. Work closely with Systems Administrators and Business Systems Analysts to map escalations to respective teams.
- Create playbooks for handling different types of incoming incidents, problems, change management and on/off boarding process.
- Work with IT vendors including Desktops, Laptops, Cell Phones, Pheripherals and plan inventory levels, quality of service and overall manage SLAs.
- Have responsibility for ensuring that all incidents and problems come to a closure with final resolution.
- Create and publish knowledge based articles and self service guides for end users.
Minimum Qualifications:
- Bachelor s Degree in Information Technology or related field required.
- Certification in one of the areas: ITIL, Freshworks.
- 1-2 years of experience in previous Service Desk role.
- 3-5 years of experience in previous IT role focusing on Microsoft Azure, Windows Servers, Domain Controllers, InTune, MDT, Autopilot and/or SCCM.
- Attention to detail and delivery with high level of accountability.
- Excellent organizational and communication skills (both oral and written).
Benefits:
- Excellent Healthcare Benefits – medical, vision, dental
- 401K with Company Matching
- Vacation Paid Holidays
- Disability, Life / AD&D, and Long Term Care Insurances
- Employee Assistance Program
Iron Oak Energy is committed to fostering diversity and inclusion in our workforce. We provide equal employment opportunities based on work-related factors without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status. We offer competitive salaries, advancement opportunities, and a comprehensive range of benefits.
This job description reflects the principal functions of the role and may not cover all work requirements. Additional tasks may be assigned as needed to meet exceptional conditions.
An Equal Opportunity Employer.
