IT Support Services Supervisor - Fugro

Job Description Fugro is the world’s leading Geo-data specialist. At Fugro, we are passionate about our purpose to create a safer and more liveable world together. Part of our strategy is to differentiate ourselves on the market by using integrated digital solutions. These highly innovative and often in-house-developed geo-data acquisition and analysis solutions are strongly dependent on IT. The IT Support Services Supervisor is responsible for resolving end-user issues, coaching team members, and assisting in incident coordination and communication. This role serves as the first point of contact for IT-related services and concerns and acts as an escalation point for IT Service Technicians and Analysts. Additionally, the supervisor will contribute to standardization efforts to enhance customer service as part of the global IT organization’s journey towards business-focused services and streamlined operations. Job Responsibilities Lead by example and place Quality, Health & Safety, Security, and the protection of the Environment as core values while never intentionally placing employees, our processes, customers, or the communities in which we live and work at risk. Record, classify, and log all received incidents and service requests. Apply specific technical knowledge to restore failed IT services quickly. Determine if an incident needs escalation based on priority and severity. Manage and lead a team of IT support staff, including hiring, training, and performance evaluations. Develop and implement IT policies, procedures, and best practices to enhance service delivery. Ensure excellent customer service by addressing user concerns and feedback promptly. Oversee IT projects, ensuring they are completed on time and within budget. Work closely with other departments to identify and resolve recurring IT issues. Job Requirements Legally authorized to work in the United States, without restrictions. Possess a minimum of a bachelor’s degree in information technology, computer science or 7+ years of relevant experience. Possess a minimum of 7 years of experience in IT support. Have 3 or more years of experience in a supervisory role. Relevant certifications such as ITIL (v4), CompTIA A+, or Microsoft Certified Professional (MCP) are a plus. Have a history of providing high-quality customer service. What’s in it for you? At Fugro, our people are our number one priority and central to our purpose to create a safe and livable world. Our values set the foundation for our unique culture: we are determined to deliver, we prepare for tomorrow, we do what’s right, and we build trust. Our talent philosophy is seeded by our values and fueled by a passion for learning, developing leadership behaviors, transparency, and accountability. Fugro offers opportunities to sharpen skills and provide career growth through on-the-job learning experiences, LinkedIn Learning access, business and technical training, and leadership development programs. We value the mental, physical, and financial health of our employees and their families and offer a variety of flexible work models. Fugro USA’s comprehensive benefits package also ensures you have choices that fit your needs at any life stage. How to apply? If you are interested in this role we look forward to discussing this opportunity with you. Please click on our ‘apply’ button and upload your resume and cover letter. Disclaimer for recruitment agencies: Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated. Fugro USA posting Disclaimer Fugro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. Individuals with disabilities needing assistance in the recruitment process are encouraged to contact Human Resources directly at 713-369-5600, option 5 or recruiting.usa@fugro.com. EEO is the law poster EEO is the law supplement poster Pay Transparency Fugro is the world’s leading Geo-data specialist, collecting and analysing comprehensive information about the Earth and the structures built upon it. Adopting an integrated approach that incorporates acquisition and analysis of Geo-data and related advice, Fugro provides solutions. With expertise in site characterisation and asset integrity, clients are supported in the safe, sustainable and efficient design, construction and operation of their assets throughout the full life cycle. Employing approximately 9000 talented people in 61 countries, Fugro serves clients around the globe, predominantly in the energy and infrastructure industries, both offshore and onshore. In 2020, revenue amounted to EUR 1.4 billion. Fugro is listed on Euronext Amsterdam.