Job Title: Desktop Support Supervisor – Field

Department: Infrastructure and Desktop

Summary:

The Desktop Support Supervisor is responsible for overseeing the daily operations of the desktop support team. This role involves managing a team of technicians who provide technical support to end-users within the organization. The Desktop Support Supervisor ensures that all incidents and service requests are resolved promptly, efficiently, and to the satisfaction of the users. The ideal candidate will have strong leadership skills, technical expertise, and the ability to foster a collaborative and productive work environment.

Job Duties and Responsibilities:

• Supervise and lead the desktop support team, including scheduling, performance evaluations, training, and development
• Provide hands-on technical support to end-users, resolving hardware and software issues, network problems, and other technical concerns
• Monitor and manage the ticketing system to ensure all incidents and service requests are addressed in a timely manner
• Develop and implement processes and procedures to enhance the efficiency and effectiveness of the desktop support team
• Maintain accurate records of all support activities, including incident reports, service requests, and resolutions
• Coordinate with external vendors for hardware and software procurement, repairs, and maintenance
• Ensure high levels of customer satisfaction by providing prompt, courteous, and knowledgeable support
• Develop and conduct training sessions for end-users on various software applications, hardware devices, and best practices for IT security
• Assist in the preparation and management of the desktop support budget, including cost control measures and resource allocation
• Ensure all desktop support activities comply with organizational policies and procedures, as well as relevant industry standards and regulations
• Generate and present regular reports on support activities, team performance, and key metrics to senior management
• Work closely with other IT teams, such as network and system administrators, to ensure seamless integration and support of IT systems

Required Qualifications:

• Minimum of five (5+) years of experience in desktop support or a related IT field, with at least two (2+) years in a supervisory or leadership role
• Proficiency in Windows operating systems, Microsoft Office Suite, remote desktop tools, and network troubleshooting
• Strong leadership and team management skills, with the ability to motivate and develop team members
• Excellent analytical and problem-solving abilities, with a focus on delivering effective solutions
• Exceptional verbal and written communication skills, with the ability to interact effectively with end-users, team members, and senior management
• A strong commitment to providing outstanding customer service and support
• Must possess and maintain a valid driver’s license
• Able to meet and maintain the clean driving insurability standard requirements in order to drive a company vehicle, which means a driving record that is clear of any serious traffic violations within the past three (3) years. (Other driving record requirements may also apply.)
• Ability to travel to site as required
• Ability to lift 35 pounds occasionally

Preferred Qualifications:

• Associate’s degree in an IT related field preferred
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL are highly desirable

• Experience with Oil and Gas software such as: SAP, P2 Merrick, Peloton WellView, Aries, Petra, Oildex, Manage Engine, ServiceNow, Microsoft SharePoint, Microsoft Intune, TAM, XSPOC, and Ignition

• Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities simultaneously
• Ability to adapt to changing technologies and work in a dynamic and fast-paced environment
• Strong attention to detail and accuracy in all support activities and documentation

Relocation:

This position is not eligible for relocation assistance.

Work Authorization:

Diamondback Energy is not currently sponsoring employment visas for this position.