System support supervisor

Ozarks Electric, headquartered in Fayetteville, Arkansas with offices in Springdale, Arkansas, Stilwell, and Westville Oklahoma incorporated in 1938, is a member-owned electric cooperative, serving more than 90,000 meters across nine counties in Northwest Arkansas and Northeast Oklahoma.

Ozarks provides its employees a comprehensive benefits package that includes competitive wages, fully paid medical and dental coverage for both you and your dependents, a defined benefit pension plan, and a 401(k) plan with employer matching contributions. Additionally, we provide paid time off, nine paid holidays, paid parental leave, disability benefits, life insurance, and tuition reimbursement.

Job offers are contingent on passing a background check, proof of eligibility to work in the U.S., and passing a drug test. Ozarks does not accept medical marijuana cards because all our positions are considered safety sensitive.

JOB QUALIFICATIONS:

EDUCATION:

Associate's degree in Information Technology, Computer Science, Information Systems, Networking, Engineering, Business Administration, or a related field is required, or equivalent combinations of education, certifications, military training, and relevant experience may be considered.

Relevant industry certifications supporting competency in endpoint administration, device lifecycle management, customer service, service delivery, technical support operations, and technical leadership, such as CompTIA A+, CompTIA Network+, CompTIA Security+, Apple Device Support, Apple Deployment and Management, Microsoft Endpoint Administrator (MD-102), Microsoft Azure Administrator Associate (AZ-104), HDI Support Center Manager (HDI-SCM), ITIL 4 Direct Plan and Improve (DPI), CompTIA Project+, or equivalent certifications are strongly preferred.

Employees may be required to obtain additional certifications within a specified timeframe based on organizational needs.

EXPERIENCE:

Five or more years of experience in information technology support, systems administration, technical support, or a related technical field is required.

Demonstrated experience leading information technology support operations, service delivery functions, technical personnel, customer support processes, and operational improvement initiatives is required.

JOB KNOWLEDGE & SKILLS:

Must possess a strong working knowledge of information technology support operations, service management principles, technical support processes, and enterprise technology environments.

Knowledge of IT service management frameworks, performance management, operational planning, service level agreements, and continuous improvement methodologies is preferred.

The successful candidate must demonstrate strong leadership, coaching, communication, organizational, and problem-solving skills, along with the ability to manage competing priorities, develop staff, analyze operational data, and communicate effectively with both technical and non-technical stakeholders. Ability to align support services with organizational objectives and promote a culture of customer service excellence is required.

MAJOR JOB TASKS:

• Manage daily Information Technology support operations, ticket queues, workload distribution, and service delivery activities.
• Monitor service level agreements (SLAs), key performance indicators (KPIs), and service quality metrics to ensure organizational objectives are achieved.
• Coach, mentor, develop, and evaluate support personnel to promote professional growth and operational effectiveness.
• Manage escalations, critical incidents, and complex support issues to ensure timely resolution and minimal business disruption.
• Develop, implement, and improve support processes, procedures, standards, and operational workflows.
• Oversee endpoint management practices including device lifecycle management, endpoint security standards, macOS and iOS device administration, Kandji management, Intune management, and endpoint compliance processes.
• Analyze service trends, recurring issues, and operational data to improve efficiency, reduce incidents, and enhance service quality.
• Coordinate support activities with infrastructure, networking, cybersecurity, application, and business teams to support organizational objectives.
• Oversee staffing, scheduling, workload management, reporting, and operational planning activities.
• Establish and maintain knowledge management practices, documentation standards, self-service resources, and support training materials to improve operational efficiency and user experience.
• Establish and enforce preventative maintenance programs, monitoring standards, and operational best practices.
• Lead planning and recommendations related to equipment replacements, technology upgrades, budget development, and service improvements.
• Manage vendor relationships, contracts, service performance expectations, and technology support agreements.
• Drive continuous improvement initiatives focused on operational excellence, customer satisfaction, and service delivery effectiveness.
• Complete all required Information Technology and Security training as assigned.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.

The Systems Support Supervisor shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative.

EXTERNAL RELATIONSHIPS:

Vendors, technology providers, and service partners to support procurement activities, contract management, equipment evaluations, service performance reviews, and technology initiatives.

Internal leadership, business stakeholders, and external partners to coordinate service delivery, technology planning, and operational improvements.

Industry organizations and technology representatives to maintain awareness of emerging technologies, best practices, and industry trends.

OTHER REQUIREMENTS:

• Strong leadership, coaching, mentoring, and team development skills.
• Ability to communicate technical and operational information effectively to employees, leadership, vendors, and business stakeholders.
• Ability to analyze operational performance data, generate reports, identify trends, and support informed decision-making.
• Strong organizational, planning, documentation, and problem-solving skills.
• Comprehensive understanding of Information Technology support operations, enterprise technology environments, and business processes.
• Must have valid driver's license without violation, which would prohibit insurability.
• All specific equipment related to Information Technology as well as routine office equipment. Work is performed in an office environment with higher and/or longer noise level than average. Weekends, evening hours, overtime and/or overnight travel may often be necessary.

PHYSICAL REQUIREMENTS:

Occasional lifting, up to 50 pounds, required. Normal vision and hearing required.

Ability to sit, stand, walk, and utilize computer equipment for extended periods while providing technical support and troubleshooting services.

The physical activities and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

SUPERVISES:

System Support Technicians

Ozarks Electric is an EOE/AA/W/M/VETERAN/Disability employer