POSITION SUMMARY:Reporting to the CIO and serving on the IT Leadership Team, the IT Enterprise Systems, Infrastructure and Service Desk Manager leads infrastructure, service desk, end-user support, audio-visual, cloud, data center and offshore IT operations. The role oversees managers and technical teams, Helpdesk delivery, secure and cost-effective technology operations across corporate and Gulf of America assets, the IT Change Approval Board, major IT budgets, vendor and contract decisions, and service improvement through ITSM, metrics, governance and customer focus.
DUTIES & RESPONSIBILITIES:- Leadership, governance and strategy: Lead enterprise systems, infrastructure and service desk teams; set strategy and foster accountability, safety, reliability and improvement.
- Translate business needs into secure, scalable and cost-effective IT services.
- Chair the IT Change Approval Board and oversee changes affecting availability, security, compliance and risk.
- Maintain technology standards, governance, metrics, roadmaps and priorities with key stakeholders.
- Enterprise infrastructure and operations: Direct networks, servers, storage, data centers, cloud, end-user, audio-visual and offshore IT.
- Ensure secure, resilient and high-performing infrastructure across corporate, field and offshore operations.
- Direct safe, reliable offshore IT support across Gulf of America assets.
- Evaluate emerging technologies and recommend adoption that improves outcomes, security or reliability.
- Service desk, incident and request management: Own Helpdesk intake, triage, routing, escalation, closure and customer communication.
- Lead first-line support, ensuring coverage, quality, communication, knowledge sharing and escalation.
- Manage incidents, requests and problems; drive root-cause analysis, corrective actions and knowledge updates.
- Measure satisfaction, analyze feedback and improve the user experience.
- Asset lifecycle and end-user technology: Manage endpoint, mobile and printer lifecycles from procurement through secure disposal.
- Coordinate onboarding, offboarding, access, endpoint readiness and technology requests within control requirements.
- Financial, vendor and performance management: Manage IT budgets, costs and contract negotiations.
- Direct sourcing and strategic vendor relationships.
- Report service volume, backlog, timeliness, SLA performance, satisfaction, risk, cost and improvements.
- Update senior leaders on operations, projects, risks, decisions and mitigations.
- People leadership and continuous improvement: Lead and develop IT managers and teams through coaching, knowledge sharing and accountability.
- Execute a people plan for engagement, succession, coverage, role clarity and capability.
- Advance ITSM, service integration, Agile and DevOps to improve quality, responsiveness and alignment.
EDUCATION & EXPERIENCE:- Bachelor's or master's in IT, computer science, information systems, business or related field, or equivalent experience.
- 15+ years of progressive IT and industry experience.
- 5-7+ years leading managers, technical or service teams.
- Leadership of infrastructure, service desk, cloud, end-user, data center, security-aligned and vendor-supported operations.
- ITSM and service desk experience with incidents, requests, problems, escalations, knowledge, SLAs, OLAs and reporting.
- Proven leadership of transformation, modernization, service improvement or operating model change.
- Management of budgets, vendors, sourcing, contracts and service performance.
- Experience with cloud, cybersecurity, collaboration, endpoints, mobility, infrastructure and enterprise support technologies.
- Working knowledge of AI, machine learning, analytics, IoT, automation, application development and DevOps.
- Oil and gas, offshore or industrial experience preferred.
QUALIFICATIONS & COMPETENCIES:- Executive leadership to set direction, align teams and advance IT and business priorities.
- Business acumen to demonstrate IT's operational and strategic value.
- Customer focus with clear expectations, updates and business translation of technical issues.
- Ability to influence, negotiate and coordinate across stakeholders, teams and vendors.
- Strong analysis, planning, execution and prioritization in high-volume operations.
- Deep knowledge of infrastructure, ITSM, cloud, endpoints, collaboration, cybersecurity and emerging technologies.
- Working knowledge of SOX, security controls, access, asset and compliance requirements.
- Ability to implement governance and metrics for service performance, satisfaction and improvement.
- Strong vendor management to strengthen capabilities and outcomes.
- Strong troubleshooting, triage and escalation judgment across enterprise technologies.
- Excellent communication and presentation skills for varied audiences.
- High integrity, attention to detail and secure handling of access, assets and disruptions.
CERTIFICATES & LICENSES:None required; relevant certifications such as ITIL Foundation, HDI Support Center Manager, PMP, Lean/Six Sigma or similar service management, project management or operational excellence certifications are a plus.
