IT Supervisor - Service Desk

IT Service Desk Supervisor

Supervise daily responsibilities of team and support project and process improvement efforts within a specific service delivery area. Support company initiatives, provide change management, prioritize competing individual and team responsibilities. Supervise and develop a staff of employees, oversee the day to day processes and evaluate team's work within a functional area. Understand cross functional impact of processes and demonstrate working knowledge of IT principles and procedures. May also encompass technical responsibilities of an individual contributor at a comparable IT Specialist level. This role focuses on owning the day-to-day operations of SM's first line of IT supportleading and developing the team, delivering a high-touch, white-glove customer experience, and driving process improvement. The ideal candidate is a people leader first, managing daily responsibilities, overseeing ongoing daily ticket flow, and analyzing and improving performance metrics to ensure consistent, world-class service delivery.

Essential Roles and Responsibilities

• Actively support, coordinate, and prioritize activities of staff within functional area including training, coaching and mentoring.
• Perform data monitoring, escalations, and issues within functional area.
• Assist in preparation, analysis, reconciliation and delivery of performance metrics and reports within functional area.
• In working with respective clients or personnel, provide system/application/customer support as needed.
• Respond to audit requests and coordinate audit activities.
• Actively participate in department or cross functional projects/initiatives.
• In area of responsibility, identify, recommend and implement best practices and improvements to processes.
• Lead and oversee the performance management process for staff.
• Monitor and adhere to budget within functional area.
• Perform IT activities that support the overall service delivery for IT to the organization.
• Coordinate reporting and other measures to ensure effectiveness and efficiency.
• Demonstrate proficient understanding of common business practices.
• Other duties as assigned.

Service Desk-Specific Responsibilities:

Leadership & People Management

Lead, coach, and develop the entry-level members of the service desk team, fostering engagement, accountability, and continuous growth.

Establish clear expectations for performance, customer service standards, and professional conduct, reinforcing them through regular feedback and coaching.

Identify individual strengths and growth opportunities within the team to support career progression and succession planning.

Customer Experience & Service Excellence

Champion and enforce a high-touch, white-glove customer service standard for all users.

Excellent written and verbal communication with the ability to work with groups from the VIP level such as board and executives to the field at their level of understanding.

Serve as a primary escalation point for complex or sensitive customer service issues, ensuring timely resolution and clear communication.

Verify the operational status of all conference rooms and AV equipment, ensuring timely repairs and readiness.

Maintain a steady presence for users and the team by being in the office 4 days a week including rotational or as-needed regional and other travel.

Operational Oversight & Process Management

Own and continuously improve service desk processes, documentation, knowledge base, and operating standards based on the ITIL framework.

Use a forward thinking mindset to take advantage of evolving technologies such as AI and conversational support agents to effectively test and use those technologies to drive improvement.

Proactively manage and address tickets in the service desk queue, acting as a Tier 2/3 technical resource when necessary while maintaining a primary focus on supervision.

Lead by example by participating in an on-call support rotation to ensure 24/7 operational support.

Metrics, Trends & Continuous Improvement

Monitor service desk performance against key metrics (e.g., response time, resolution time, first-touch resolution) to gauge service health.

Identify, analyze, and report on trends, recurring issues, and systemic problems, escalating insights with recommended actions for improvement.

Use data and observations to guide process improvements, training opportunities, and service adjustments.

Maintain a results-oriented mindset with the drive to deliver exceptional and continuously improving services.

General Knowledge and Skills

Key Competencies: Managing Ambiguity, Cultivating Innovation and Resourcefulness.

Develops skills in dealing with the uncertainty of change. Develops the ability to make decisions in the absence of understanding or having knowledge of the full picture. Builds skills to effectively deal constructively with problems that do not have clear solutions or outcomes. Builds skills that moves beyond the traditional ways of thinking; pushes past the status quo and innovates solutions; takes ideas and plans and implement them effectively. Encourages diverse thinking to promote and nurture innovation. Develops ability to try multiple solutions and varied approaches to innovate ideas and creative solutions. Builds skills to marshal resources (people, funding, materials, and support) in order to get things done; builds skills to be able to get the most out of limited resources. Develops skills in orchestrating multiple activities simultaneously to accomplish goals.

Computer/Software Applications

Proficient computer literacy. Demonstrates essential application of common business (e.g. Microsoft Office Suite) and development tools and techniques utilized by the organization. Proficient knowledge with IT and supporting applications tools and technologies, including ITIL and other IT Process frameworks. Learns to lead adoption of new and changing systems and applications. Proficient with the use of application development tools and techniques utilized by the organization. Possesses proficient understanding of technical manuals, software applications, hardware principals of operations, networking and general methods of systems software operations and database management techniques.

Education

Associates or Bachelor's degree in related field required. Some supervisory or management course work a plus. Familiarity with oil and gas industry-specific applications is a plus.

Typical Experience

5-7 years of relevant work experience in an IT support environment strongly preferred.

SM Energy offers competitive compensation and benefits programs which include, but are not limited to, variable pay, health care coverage, retirement plan, protection coverage, time off and leave programs, training and development opportunities and a range of allowances connected to specific work situations. Details are available at Careers :: SM Energy Company (SM) (sm-energy.com).

Applications will be accepted on an ongoing basis until the position is filled.