IT Customer Support Team Lead (Onsite)
Length: 6 months
Location: Minot, ND 58703
Start: 4 weeks
Overview:
Manage/Coordinate Service Delivery:
Oversee the delivery of services to the asset; Work with local Asset IT manager to ensure asset needs are met.
Deskside Support:
Ensure adequate staffing is available to help customers to get back to their tasks minimizing any impact from IT challenges. Manage white glove services are extended to key user groups (VIPs). Devices in-scope includes: Laptops, Desktops, Tablets, Hotspots, Phones, Desktop Peripherals, other Mobile Devices, AV Equipment
AV (Audio/Visual) support for events:
Understand setup and troubleshooting of AV systems within the asset; assist events and production needs. Ensure offshore locations have a working setup to participate in the large events and validate connectivity & performance prior to the event; assist with local events and production needs
Hardware installation and oversight:
Ensure all work is completed in a safe manner, to include job safety analysis (JSA) and proper tools are used. Partner with facilities to assist with hardware installations as required (mounting monitors for AV or visual displays, etc).
Security related Services:
Partner with central security delivery lead and coordinate/help asset level local support as needed to meet cyber needs (Anti-virus updates, patches, deeper support for CIR etc)
Other Responsibilities:

• Incident Management
• Escalation Management
• Request Management
• Change Management
• Leadership & HR Support
• Resource Onboarding & Offboarding

Qualifications:

• 5 years of exp. IT Customer Support Team Lead
• Strong ITSM (SNOW) knowledge and processes expertise
• Technical Knowledge: Understanding of the technical aspects of the services being delivered.
• IT Infrastructure: Knowledge of IT infrastructure components and technologies.
• Security Awareness: An understanding of security practices and the ability to ensure that services meet security requirements
• Strong domain knowledge is essential to succeed in this role. Good understanding of Oil &Gas business.
• Service Level Management: Understanding and managing service level agreements (SLAs) and ensuring service quality.
• Incident and Problem Management: Expertise in handling incidents, problems, and escalations effectively.
• Process Improvement: Knowledge of process improvement methodologies such as Six Sigma or ITIL to enhance service efficiency
• Customer Relationship Management: Building and maintaining strong relationships with customer and stakeholders.
• Individual would need to be trained/knowledgeable of all local deskside team tasks and processes to be able to assist user, provide backfill for any members and able to train any new deskside techs
  Customer Advocacy: A focus on understanding and representing the needs and expectations of user base.
  Communication: Excellent communication skills, both written and verbal, to interact effectively with customers.