Colonial has provided a wide range of opportunities for job candidates who are highly qualified, skilled, motivated and team players. Employees find exciting opportunities to grow and develop their careers at a stable company which offers a generous compensation and benefits package that includes annual incentive bonuses, retirement plans, insurance coverage and a host of other features that support a happy, active, productive and rewarding life. Come to Colonial, a great place to work, where people matter most, and where safety 24/7 is paramount.

Ready to work for Colonial Pipeline Company?

Are you intrigued by the thought of being part of revolutionizing the energy industry and a new era in the pipeline industry? Do you want to be a part of a company that is obsessed with excellence in everything we do? A company growing and expanding our business that is full of opportunity? If so, we are seeking smart, safety focused, and energetic professionals to join our team to help us to the next level of excellence!

What is it that we do at Colonial Pipeline Company?

Colonial Pipeline is the largest refined products pipeline in the United States, transporting more than 100 million gallons or 2.5 million barrels per day. Colonial transports various grades of gasoline, diesel fuel, home heating oil, jet fuel, and fuels for the U.S. military through a pipeline system. Colonial transports approximately 45 percent of all fuel consumed on the East Coast, providing refined products to more than 50 million Americans.

About the Manager, Technology Service Center Position

As the Manager for the Technology Service Center (TSC), you will lead a team that encompasses Service Desk, IT Field Services and Enterprise Support teams. The Manager, TSC is a vital position responsible for planning, organizing, overseeing, and managing the Technology Service Center (TSC) staff in delivering excellent end user service. This position serves as process owner for effective receiving, processing, routing as required, and closing of tickets with quality data, and adherence of enterprise-wide service level agreements (SLAs). This role will collaborate with Technology Management and other third parties to provide a highly effective end user experience for the company. Therefore, this Manager role requires creativity and innovation, with the ability to develop and implement a future vision.

The Technology Service Center staff fulfill service requests from users including installing a workstation / PC for a new user; lifecycle management of existing end user equipment; troubleshooting applications and collaboration tools; fulfilling mobile device requests; responding to requests for information or advice; resetting passwords; addressing virus resolution, etc. This role serves as process owner for effective receiving, processing, routing as required, and closing of tickets with quality data, and adherence of enterprise-wide service level agreements (SLAs). This position leads the analysis of tickets and trends to proactively address end user issues, mitigate, and resolve in a timely manner.

What You Get to Do:

• Responsible for interviewing and hiring of team members as well as job performance evaluations.

• Manage the TSC staff overseeing service and staff activities.

• Train, coach, and mentor including career development.

• As needed, schedule employees working times and provide backup support.

• Oversee incidents, problems, changes, and requests (all tickets).

• Develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organization.

• Ensures tickets are closed with appropriate ticket categorization after the ticket is worked.

• Ensure all incidents, problems, change and requests (all tickets) are logged accurately and timely, resolved within SLA timeframes, closed with proper categorization, and routed to higher-level teams per process as needed.

• Prioritizes, manages, and coordinates urgent and complicated support issues, this role becomes the incident manager in major Technology service issues.

• Act as escalation point for all service incidents and requests.

• Identifies trends and issues and takes initiative to correct and mitigate.

• Coordinates root cause analysis efforts if needed and communicates appropriately to management and internal stakeholders.

• Proactive communication and management reporting on executive escalations and other critical analysis, e.g., root cause analyses, to Technology Management and key stakeholders.

• Responsible for PC Lifecycle Management.

• Continually acts to improve our current PC reliability by providing ongoing preventive maintenance and lifecycle management.

• Creates and manages standard for PCs.

• Stays abreast of development in new technologies.

• Evaluates and introduces new PC Hardware and Software as well as service providers as appropriate.

• Responsible for printer and conference room AV Lifecycle Management.

What You Bring to the Table:

• Bachelor’s degree in Information Technology, or other related field of study from an accredited college or university; will consider a combination of experience and/or education such as approximately 10 years of experience in similar position.

• Ideally, 5+ years of IT Service Management experience, with approximately 5+ years of Technology support leadership of proven experience building and leading teams from the ground up.

• Ideally, 1+ years of working knowledge of ITIL Foundations.

• Experience with ITSM tools such as Service-Now.

• Experience of working in complex, high-pressured environments within a 24-hour service structure.

• Experience with PC, printer, and AV equipment evaluation and lifecycle management.

• A passion for continual improvement.

• Strong customer service focus, driven to deliver timely solutions.

• Commitment to consistently adhere to policies and procedures and be a positive example for others by demonstrating the Company’s core values of Respect, Accountability, Innovation, Safety, and Excellence in completing work assignments.

• Self-motivated, have a phenomenal work ethic and looking for the right company to support your growth.

Got Extra to Bring?

• Prior work experience working in a highly regulated environment such as the oil and gas industry.

• Prior experience in developing operational support teams with a strong focus on SLAs and KPIs.

• ITIL Fundamental certification

• Microsoft 365 Certified

• Desktop Support Technician OR CompTIA A+ Certification

Advantages of Working at Colonial Pipeline Company:

Getting to work for a company that helps to meet our county’s energy needs and keeps us moving!

Team members who care about each other while accomplishing remarkable things.

Highly competitive benefits – Check out Colonial’s Total Rewards (https://www.colpipe.com/careers/benefits-and-total-rewards)

Are you up to the challenge? What are you waiting for? Apply today!

Colonial Pipeline is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status or any other reason prohibited by federal, state or local law.

Statement to all Third-Party Agencies and Similar Organizations:

Colonial Pipeline accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Colonial Pipeline employees, hiring managers, or send to any Colonial Pipeline facility. Colonial Pipeline is not responsible for any fees or charges associated with unsolicited resumes.

Colonial Pipeline Company operates the world’s largest pipeline of its kind. It delivers refined petroleum products – gasoline, diesel fuel, home heating oil, jet fuel and fuels for the U.S. military – through a network of 5,500 miles of underground pipe buried under more than 3,000 miles of right of way in the Southern and Eastern United States. A vital part of the nation’s infrastructure, Colonial places the highest emphasis on safe operations that protect its employees as well as the communities in which we live and serve, and the environment along the pipeline route.