Supervisor IT Field Services | Douglas Office

Supervisor, IT Field Services | Douglas Office

Are you a hands-on IT leader who enjoys solving complex challenges and keeping critical systems running smoothly? As theSupervisor of IT Field Services, you'll lead a team of skilled technicians responsible for maintaining and supporting the technology infrastructure that powers our business operations.

From network performance and server reliability to user support and field service delivery, your leadership will ensure the team delivers efficient, responsive, and high-quality technical service across the organization.

What your day would be like:

• Lead, coach, and develop a team of IT Field Service technicians to provide excellent customer and technical support.
• Oversee network administration, monitoring, and troubleshooting of servers, network equipment, and software tools.
• Coordinate with IT and business units to identify, prioritize, and resolve system or service issues.
• Define team schedules, assign priorities, and manage daily operations to align with organizational goals.
• Ensure adherence to policies, procedures, and service-level standards.
• Drive process improvements that enhance efficiency, reliability, and customer satisfaction.
• Provide technical and operational guidance to ensure service restoration and continuous improvement.

Who we're looking for:

• Proven Leader: Experience managing IT field service or network support teams in a fast-paced environment.
• Technical Expert: Strong understanding of network infrastructure, servers, and software applications.
• Collaborative Partner: Skilled at building relationships and working across departments to resolve issues and improve service delivery.
• Decision Maker: Confident in setting priorities, managing resources, and making sound operational decisions.
• Customer-Focused Professional: Committed to delivering responsive, reliable, and high-quality technical support.
• Continuous Improver: Driven to identify opportunities for process optimization and service enhancement.

Supervisor, IT Field Services | Douglas Office

• Bachelors' degree in Information Technology or related field
• PLUS three (3) years' prior relevant experience or equivalent combination of education and directly related experience.
• Demonstrated leadership skills.
• Requires knowledge of job area typically obtained through advanced education combined with experience.
• Has comprehensive knowledge and understanding of electrical systems, electronic theory and circuit analysis and experience in telecommunications system architecture.

Preferred Special Skills, Knowledge or Qualifications:

• Knowledge of service offerings; customer service principles; various computer software applications, computer/networking hardware, standard operating systems, and any other computer-related technologies
• Skills in customer service; interpersonal, written and oral communications; supervising and working collaboratively in teams and across organizations; synthesizing feedback and adjusting plans accordingly; building strong relationships inside and outside the organization; resolving incidents/problems efficiently and effectively.
• Ability to respond promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations; solves conflict; maintains confidentiality
  
  

1. Leads the day-to-day activities of a team in the delivery and maintenance of quality information and communication systems solutions to support Pinnacle West business processes that conform to I/S guidelines and architectures.
2. Leads the team in the resolution of technical issues by identifying, recommending and implementing appropriate solutions
3. Ensure corrective actions are taken and failures and impairments are resolved in a timely, effective and efficient manner
4. Enables network access to computing systems and oversee access permissions to include administrative rights to the network infrastructure according to capability.
5. Ensures timely installation of patching and upgrades of network systems are completed regularly
6. Supervises the teams use of a general-purpose monitoring system in the NOC
7. Assigns, directs, facilitates, reviews and approves unit work activities to ensure effectiveness and productivity of the work unit.
8. Ensures schedule adherence and quality implementation of security solutions, including firewall and intrusion detection systems according to defined MOP's.
9. Develops and retains a highly skilled technical team by implementing performance management program and ensuring staff has the technical and business skills to support the objectives of the organization.

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).
In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.