Senior Technical Support Analyst - Supervisor

Your Job

Flint Hills Resources (FHR) is seeking a Senior Technical Support Analyst - Supervisor to join our IT/OT team in Wichita, KS.

In this player/coach role you will lead, supervise, and directly contribute to delivery of reliable IT projects and services.

You will have the opportunity to work on endpoints (workstations and mobile devices), conference rooms, data centers, and end-user/deskside support.
The ideal candidate will bring their breadth of knowledge and experience to support both onsite and remote endpoint infrastructure running in 24x7x365 environments.

Your strong conceptual, analytical problem-solving ability and your ability to collaborate with a team will be essential to your success in this role.

This role is not eligible for VISA sponsorship

What You Will Do



* Lead and supervise a team of Senior Desktop Support Analysts, including remote team members.


* Develop, mentor, and motivate your team to self-actualize, maximize their contributions, and enhance their application of Principle Based Management.


* Manage and prioritize the team's active workload and backlog (projects, tickets, tasks, etc.)


* Create and own (accountable for) service delivery, work processes, and documentation required for running a reliable capability.


* Contribute to vision, growth, and strategic decision-making.


* Partner with key stakeholders to evaluate service delivery, foster opportunities to increase value, and ensure team results align with business vision and desired outcomes.


* Lead and participate in projects involving multiple capabilities, customers and vendors


* Troubleshoot and resolve hardware and software technical problems; remote and in-person support to customers


* Build and maintain strong relationships with customers, peers, and suppliers.


* Create and maintain documentation of supported infrastructure, processes, configurations, etc.


* Work alongside multiple infrastructure teams (e.g., network, server, cyber, etc.), providing career path and development opportunities.


* Participate in an on-call rotation and respond to calls 24/7 for critical situations.

Who You Are (Basic Qualifications)



* Experience mentoring and developing talent as a Peer Lead or through direct supervision of employees


* Experience developing and driving process improvements


* Proven ability to effectively prioritize and manage workload


* Experience troubleshooting hardware and software related issues


* Experience providing direct (remote or in-person) technical support to customers

What Will Put You Ahead



* Experience providing IT support in an enterprise environment


* Experience using ServiceNow for tracking incidents and requests


* Experience in process control and/or industrial environments


* Project management experience

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