Supervisor IT Client Support

*To access Dayforce at its best, log in from the latest version of Chrome, Safari, Firefox, or Edge. *


Boardwalk is a limited partnership operating in the midstream portion of the natural gas and natural gas liquids industry, providing transportation and storage services for our customers. Our 14,000 miles of pipeline and storage assets provide diverse market connectivity to producers and end-users who need reliable sources of natural gas for power generation, home heating or petrochemical feedstocks. We have the experience, knowledge, and flexibility to design service offerings and create system enhancements tailored to our customers’ needs throughout the 13 states in which we operate. As an organization focused on sustainability, we are committed to protecting the environment while delivering this energy source. This commitment is made to our customers, employees, and the communities in which we operate. We incorporate environmental stewardship, safety, and compliance into our day-to-day operations and seek to strengthen and support the communities we serve. Additional information about the company can be found online at www.bwpipelines.com.

We are currently looking for a Supervisor IT Client Support in our Houston, TX office.

POSITION DESCRIPTION:

The job purpose is to provide level 2 end user support and to support the workstation lifecycle management process. In addition to answering questions or resolving technology issues for clients, responsibilities will include troubleshooting of minor computer problems; support concerning the use of mobile devices and resolution of client computer hardware and software needs, printing support, etc. Job role is required to participate in 24x7 On-Call
rotation.

This role also serves as the day to day Lead for the Desktop Support team, providing guidance, workload coordination, escalation management, and quality oversight. The Lead ensures technicians follow standard procedures, meet SLA expectations, and deliver consistent, high quality end user support while partnering with the Manager to drive operational improvements.

Job Responsibilities
• Provide level 1 support for Service Desk line during peak call periods
• Help Workstation and Service Desk team members with support.
• Provide technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and maintaining a consistent high level of quality ensuring all details of requests are met
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool
• Provide remote support
• Provide "how to" assistance with all internally supported devices, applications and systems
• Consistently adheres to defined Standard Operating Procedures (SOP)
• Records and tracks customer incidents, calls and service requests through to completion in a timely manner
• Acquires and maintains knowledge for supported products and support policies
• Proactively research and stay abreast of new technology including but not limited to: Microsoft Windows, Office, remote connectivity products, workstation and mobile devices
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Participate in 24x7 On-Call rotation and adheres to Service Level Agreements (SLA)
• Act as the primary escalation point for complex workstation, desktop, and mobile device issues.
• Provide daily work direction to Desktop Support team members.
• Monitor ticket queues and assign work to ensure balanced workloads and timely resolution.
• Oversee onboarding and training of new team members.
• Review ticket quality, documentation, and adherence to SOPs.
• Assist Manager in scheduling coverage, including PTO, on call rotation, and after hours support needs.
• Track team performance metrics and provide regular updates to leadership.
• Identify trends and systemic issues; recommend improvements to processes, tools, and workflows.
• Assist in managing hardware/software lifecycle planning and deployments.
• Support audit activities, asset accountability, and compliance controls.
• Serve as liaison between IT leadership, vendors, and internal teams for escalated technical issues.
• Participate in cross team projects and represent the Desktop Support function in meetings.
• Deliver coaching and constructive feedback to team members and support continuous improvement.

REQUIRED SKILLS,