Head of Policy & Technical

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Summit is a growing natural gas utility company providing safe, reliable and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri and Oklahoma. Being part of the Summit team means embracing excellence, diversity and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers and the communities where we live. We aim to bring warmth and energy to everything we do. We have an exciting opportunity open for an IT Technical Support Supervisor located in our Little Rock office with the opportunity to work hybrid. The Information Technology (IT) Technical Support Supervisor leads a diverse team of IT Technical Support Analysts, ensuring alignment with organizational policies and goals. This role is pivotal in providing the necessary hardware, software, connectivity, and support for both onsite and remote team members at Summit Utilities, Inc. (Responsibilities include ensuring all procedures are followed related to identifying, prioritizing, and resolving team member help requests, as well as monitoring, tracking, and coordinating Service Desk functions. Additionally, the IT Technical Support Supervisor contributes to problem resolution through escalations from IT Technical Support Analysts and provides in-person, hands-on support to team members. The IT Technical Support Supervisor also serves as the point of contact for Executive and Board of Director requests. Team Supervision : Supervise and lead a team of Technical Support Analysts, providing guidance, training, and support to ensure high performance and professional development. Project Management : Lead assigned IT projects, ensuring they are completed on time, within scope, and within budget. Assist with defining project requirements, develop project plans, and monitor project progress. Incident and Service Request Management : Oversee the handling of incidents and service request tickets, ensuring they are logged, prioritized, and addressed per SLA requirements. Assists with managing the IT Service Desk service catalog. Problem Management : Assist with IT problem management processes to identify, analyze, and resolve recurring issues. Work with other IT teams to prevent future incidents and improve overall service quality. Asset Management : Assist with IT asset management activities, including inventory, aging, on-hand stock, and proper disposal of electronic waste. Assist with the rollout, troubleshooting, repair, and compliance adherence of desktops, laptops, tablets, mobile devices, audio-visual systems, and network equipment. Software Support : Assist with testing and installing packaged and in-house developed software, software rollouts, software updates, escalating software issues, and with vulnerability management. Account Management Activities : Managing team member accounts, permissions, and access controls to ensure secure and efficient use of IT resources. Performance Monitoring : Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the service desk meets or exceeds targets. Generate regular reports on service desk performance. Process Improvement : Identify areas for improvement in service desk operations and assist with implementing best practices to enhance efficiency and customer satisfaction. Address and resolve escalated issues and complaints. Participate in cross-functional projects and initiatives as needed. Maintain accurate and up-to-date documentation of service desk procedures and knowledge base articles. Training and Development : Assist with the development of training programs for Technical Support Analysts to enhance their skills and knowledge. Executive and Board of Director Point of Contact : Serve as a primary point of contact for Executive and Board of director requests, ensuring their IT needs are met promptly and efficiently. Will require travel for All-hands calls and Board of Director meetings. After-hours Support : Participate in an on-call rotation to provide after-hours support and ensure continuous IT service availability. Be available to work after hours as needed to support IT operations and address urgent issues. EDUCATION AND WORK EXPERIENCE : Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent years of experience. Certifications such as CompTIA, MCP, ITIL 4 are highly desirable. ITIL 4 Foundation is required or must be obtained within 3 months of employment. Strong knowledge of security and governance frameworks with a strong background in IT Service Management (ITSM). Ability to manage multiple priorities and work effectively in a fast-paced environment. Proficiency in using service desk software and tools. Experience with creation, implementation, execution, and updating of IT procedures. Influencer resulting in a trusted advisor relationship between IT and the business. Demonstrates success in effectively supporting all levels of management including executives. Capable of developing short and long-term plans for areas of responsibility. Strong ability to take initiative and lead projects successfully while maintaining stability and a commitment to deadlines. Strong skills for writing and maintaining documentation. Summit offers competitive pay and medical / dental / vision and other benefits that provide flexibility, choice, and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with disability.

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