Senior IT Support Operations Lead - On-site & Field

CTwater; San Jose (CA); On-site; USD 61,000 - 75,000; Full time

Job summary

San Jose Water Company in San Jose, CA is seeking a Senior Support Operations Technician to join its ITS Support Operations team. This senior role oversees daily service desk operations, drives process improvements, and ensures high-quality support for employees, contractors, and staff.

The position demands strong communication, organizational, and leadership capabilities, with on-site responsibilities and potential on-call rotations.

Qualifications

• Bachelor’s degree and/or 6+ years of relevant professional experience.
• Has Driver’s License.
• Holds relevant certifications required for the team’s need or directed by management.
• Strong communication and leadership skills.
• Demonstrated project management skills.

Responsibilities

• Oversees daily operations of the service desk activities to ensure effective customer service.
• Diagnoses and resolves escalated performance issues on client systems.
• Utilizes a ticket tracking application, provides metrics to track their effectiveness within the service desk area.
• Manages, prioritizes tickets and project assignments to provide effective support to clients.
• Performs project-based work that can require knowledge and skills in system administration including process improvement, feasibility analysis, technical testing, scripting, and software evaluation.
• Remedies client system protection measures to remove malware, spyware, viruses, etc.
• Diagnoses and resolves network connectivity issues for client systems that are utilizing LAN, WLAN, WAN, and WWAN. Work with Network Engineer to perform networking equipment upgrades and replacements.
• Installs, configures, and troubleshoots user systems (PCs, Laptops, Multifunction Printers, Tablets, Smartphones, Windows Operating Systems, and Software applications).
• Creates and maintains client network accounts, email accounts, security groups, distribution lists, etc.
• Installs, configures, and troubleshoots VoIP phones, soft phones, extensions, and voicemail.
• Ensures users’ functional needs are consistent with IT best practices and security standards.
• Responsible for managing vendor relationships to drive client satisfaction.
• Provides orientation for new clients and develops training documentation as needed.
• Maintains high level of adherence to cybersecurity principles, ethics practices, and company policies.
• Travels to remote sites as needed to provide on-site Client Support.
• Required to participate in standby or on-call rotation to meet deadlines or address emergencies as needed.
• Performs other duties or special projects as required or assigned.

Skills

Communication skills

Leadership

Project management

Education

Bachelor’s degree and/or 6+ years of relevant professional experience

Job description

San Jose Water Company in San Jose, CA is seeking a Senior Support Operations Technician to join its ITS Support Operations team. This senior role oversees daily service desk operations, drives process improvements, and ensures high-quality support for employees, contractors, and staff.

The position demands strong communication, organizational, and leadership capabilities, with on-site responsibilities and potential on-call rotations.