IT Systems Support Lead

Ozarks Electric Cooperative Corporation; Fayetteville (AR); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Fully paid medical and dental coverage

Pension plan

401(k) with employer matching

Paid time off & holidays

Tuition reimbursement

Job summary

Ozarks Electric Cooperative Corporation, headquartered in Fayetteville, AR, seeks a Systems Support Supervisor to lead IT support operations and drive service delivery excellence. You will oversee ticket queues, SLA adherence, and staff development in a collaborative environment serving thousands of meters across multiple counties.

The role emphasizes endpoint management, vendor coordination, and continuous improvement, with a focus on customer service and operational efficiency.

Qualifications

• Associate degree in IT or related field required or equivalent experience.
• Industry certifications in endpoint administration and security preferred.
• Possible additional certifications as determined by needs.

Responsibilities

• Manage daily IT support operations, ticket queues, and service delivery.
• Monitor SLAs, KPIs, and service quality to meet objectives.
• Coach, mentor, and develop support staff for growth.
• Handle escalations, incidents, and complex issues promptly.
• Improve support processes, standards, and workflows.
• Oversee endpoint management and device lifecycle practices.
• Coordinate with infrastructure, cybersecurity, and business teams.
• Plan staffing, scheduling, and vendor relationships.

Skills

IT leadership

IT service management

Technical support operations

Problem solving

Stakeholder communication

Education

Associate's degree in IT or related field

Industry certifications (A+, Network+, Security+, etc.)

Willingness to obtain additional certifications

Tools

Kandji management

Intune management

MS Endpoint Manager

Job description

Ozarks Electric Cooperative Corporation, headquartered in Fayetteville, AR, seeks a Systems Support Supervisor to lead IT support operations and drive service delivery excellence. You will oversee ticket queues, SLA adherence, and staff development in a collaborative environment serving thousands of meters across multiple counties.

The role emphasizes endpoint management, vendor coordination, and continuous improvement, with a focus on customer service and operational efficiency.