Job Description:Permian Resources (NYSE: PR) is currently seeking a Support Analyst Lead in Midland, TX. Reporting to the Infrastructure Manager, the Support Analyst Lead will supervise a team of support technicians and lead the development of new processes and metrics for the team. Furthermore, the successful candidate will play a critical role in ensuring customer satisfaction and be a part of the IT leadership team.
General Responsibilities- Oversee the day-to-day operations of the help desk, ensuring efficient ticket handling, triage and resolution.
- Develop and enhance relevant processes such as equipment procurement, inventory management, onboarding/offboarding etc.
- Manage and optimize the ticketing system and evaluate if it meets the needs of the company.
- Oversee the creation and maintenance of documentation related to the support processes, technical troubleshooting and system configurations.
- Continuously explore and suggest internal tools and systems to enhance efficiency and user experience.
- Establish and monitor support metrics (response time, resolution time, customer satisfaction scores) and implement changes as needed.
- Ensure a high level of customer satisfaction.
- Lead, educate, mentor and train team members.
Minimum Qualifications- 5+ years of experience in information technology
- Strong interpersonal skills with the ability to effectively communicate, both orally and in written form, with all levels of personnel including executive leadership, senior management, users, vendors, and contractors.
- Proven ability to collaborate cross-functionally with IT, legal, compliance, and executive teams to influence security decisions.
- Experience managing Microsoft hosted services, 365, and Azure
- Experience with Virtual Desktop Systems including VMWare Horizon and MS Azure and device management solution including MS Intune and SCCM
Preferred Qualifications- 2+ years of experience in the O&G industry.
- Experience with Networking and Server Management
Permian Resource is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.