Help Desk Manager

Help Desk Supervisor

Location: Dallas, TX

3-to-6-month contract to hire

About Our Client

Our client is a privately held exploration and production company with a rich history spanning nearly 90 years in worldwide petroleum operations. As one of the world's leading independent energy companies, they are committed to being a growth-oriented industry leader. The company is respected globally for the quality and competency of its people, the efficiency and scope of its operations, and its rich heritage of honesty and integrity. Their core operations involve petroleum exploration and production, with a focus on delivering energy solutions worldwide.

Job Description

The Help Desk Supervisor will play a crucial role in overseeing the daily operations of the help desk team, ensuring service excellence and operational efficiency. This position involves managing and prioritizing tasks, implementing process improvements, and handling escalated customer issues. The supervisor will work closely with the Global EUS team to enhance the end-user experience and contribute to the company's technological advancement.

The ideal candidate is passionate about IT service management and has a keen interest in leveraging technology to solve business challenges. They will report directly to the Manager of End-user Services and will have the opportunity to shape the help desk's strategies and performance metrics.

Duties and Responsibilities

• Supervise, train, and mentor the help desk staff to ensure high-quality service delivery.
• Monitor and manage help desk tickets, ensuring timely resolution and closure.
• Provide technical support and troubleshooting for complex issues.
• Establish and maintain service level agreements, policies, and procedures for help desk operations.
• Ensure ticket quality and promote development of the IT knowledgebase.
• Prepare and analyze reports on help desk activities, metrics, and trends.
• Coordinate with other IT departments and external vendors to ensure smooth service delivery.
• Proactively identify and address potential issues affecting customer experience.
• Stay informed about the latest IT trends and best practices, providing feedback for improvement.
• Manage operational tasks and processes assigned to the help desk team.

Required Experience/Skills

• At least three years of experience in a supervisory or leadership position, preferably in help desk leadership.
• Strong knowledge of IT systems, applications, hardware, software, and networks.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work under pressure, multitask, and prioritize in a fast-paced environment.
• Leadership skills with the ability to motivate and coach a diverse team.
• Analytical and problem-solving abilities.
• Experience with hardware/software ordering, tracking, and distribution.
• Basic knowledge of ITIL and experience with industry-standard ITSM tools.
• High School Diploma (minimum).

Nice-to-Haves

• Associate or bachelor's degree in computer science or related field.
• Certifications in ITIL, CompTIA, Microsoft, or other relevant fields.
• Industry standard IT certifications (A+, Microsoft Office, MCP).
• Experience in the energy or oil and gas industry.

Education

• High School Diploma required.
• Associate or bachelor's degree in computer science or related technology background strongly preferred.

Pay & Benefits Summary

• Competitive hourly rate ranging from $45 – 55 per hour depending on experience.
• Comprehensive health, dental, and vision insurance
• 401(k) plan with company match

Join our dynamic team and help shape the future of IT support in the energy sector! Apply now to become an integral part of our global operations.

Help Desk Supervisor | IT Leadership | ITSM | Technical Support | Team Management | Process Improvement | Customer Service | Energy Sector | Oil and Gas Industry