Supv, IT Field Services

Job Title: Supv, IT Field Services

PS Job Title: Supv, IT Field Services

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

The IT Field Services Supervisor is a senior leadership role responsible for overseeing the installation, configuration, maintenance, and repair of complex IT equipment and systems across designated service regions. Supervisors provide strategic direction, mentorship, and technical leadership to field service teams while maintaining accountability for operational excellence, customer satisfaction, and adherence to company policies and standards. This role combines hands-on technical expertise with people management, requiring the ability to lead teams through complex projects, resolve challenging technical issues, and drive continuous improvement in service delivery.

Primary Responsibilities

• Lead and mentor field service teams, providing technical guidance and fostering professional development
• Direct the resolution of complex hardware, software, operating system, and network issues, demonstrating comprehensive troubleshooting expertise
• Leads end-to-end IT field service projects, overseeing planning, resource coordination, timelines, budgets, and stakeholder expectations, while collaborating across teams to ensure alignment with organizational goals, compliance, risk mitigation, successful delivery of technical solutions, and continuous improvement.
• Manage full change control processes—initiating change requests, documenting modifications, and ensuring successful completion
• Support help desk ticket resolution and project execution across all designated service regions
• Make strategic decisions regarding resource allocation, project prioritization, and risk mitigation
• Communicate with customers, management, and cross-functional teams on complex matters spanning multiple functional areas
• Drive process improvements and implement best practices within the field service organization
• Identifies, remediates, and prioritizes IT vulnerabilities and security hardening initiatives to maintain compliance with organizational security standards across field service operations.
• Serve as an escalation point for technical issues requiring advanced analysis and decision-making
• Ensure strict adherence to Entergy Workplace Services (WPS) processes and compliance standards
• Work onsite and remotely as needed, with flexibility to support operations during storms, outages, emergencies, or other situations as deemed necessary
• Manage day-to-day team operations including conducting performance reviews, quarterly check-ins, one-on-one meetings, and disciplinary actions as needed; oversees employee training and development programs, manage contractor relationships and payroll split forecasting, and handle administrative responsibilities to ensure compliance, accountability, and a high-performing field service team.

Minimum Requirements

• Education – BS/BA degree in Management Information Systems, Computer Science, or other technical area of study preferred

• OR in lieu of a degree, equivalent work experience

• Experience – 4+ years of experience in field technical support, desktop support or in a related area

• 2+ years of experience managing IT support resources

Key Competencies & Performance Indicators

Problem Complexity

Demonstrates the ability to address complex problems requiring in-depth analysis of situations and data, evaluating multiple factors to determine effective solutions. Exercises sound judgment within broadly defined practices and policies when selecting methods, techniques, and evaluation criteria to achieve desired outcomes. Possesses the capability to resolve advanced hardware, software, operating system, and network issues by applying comprehensive troubleshooting skills and best practices. Takes full ownership of researching and resolving complex technical issues, demonstrating initiative and persistence in identifying root causes and implementing effective solutions.

Impact & Decision-Making

Individual judgment and performance have a substantial influence on project cost, schedule, and overall quality. Strategic decisions and the ability to anticipate and mitigate risks are critical to ensuring successful outcomes. Failure to achieve results or delays in decision-making may lead to significant disruptions, extended timelines, and increased costs, potentially affecting customer satisfaction and organizational objectives. Senior technicians are expected to exercise advanced problem-solving skills, proactively identify process improvements, and drive resolution of complex issues to maintain operational excellence.

Stakeholder Liaison & Communication

Frequently engages with customers, management, and senior leadership as needed, acting as the bridge between local business units and central IT. Interactions often involve complex matters spanning multiple functional areas, divisions, or organizational units, requiring a high degree of professionalism and strategic communication. Demonstrates exceptional ability to convey technical and project-related information clearly and persuasively, fostering collaboration and alignment across stakeholders. Excels in maintaining effective communication with customers, peers, and management to ensure successful outcomes and strong relationships.

Freedom to Act & Leadership

Operates with a high degree of independence, determining appropriate methods and procedures for new assignments. Provides leadership and guidance to less experienced personnel, ensuring adherence to best practices and organizational standards. Possesses comprehensive knowledge of Entergy Workplace Services (WPS) processes and requires minimal clarification. Frequently facilitates and drives project execution, demonstrating strong ownership and accountability for successful outcomes.

Technical Skills & Mastery

Demonstrates mastery of the field services role with comprehensive knowledge of the job family and the ability to successfully execute complex and challenging assignments. Exhibits advanced analytical skills, exceptional communication and presentation capabilities, and consistently operates with a high degree of independence while ensuring alignment with organizational standards and objectives.

Required Qualifications & Experience

• Advanced technical expertise in hardware, software, operating systems, and network technologies
• Proven leadership and team management experience
• Strong ServiceNow platform expertise for support ticket management and workflow administration
• Demonstrated ability to troubleshoot and resolve complex technical issues independently
• Excellent communication and presentation skills for diverse audiences
• Comprehensive knowledge of Entergy Workplace Services (WPS) and process & problem management
• Experience with change management procedures and documentation
• Ability to work independently with minimal oversight and provide guidance to others

#LI-DG1  #LI-HYBRID

Primary Location: Louisiana-New Orleans Louisiana : New Orleans || Texas : Woodlands 
Job Function: Corporate
FLSA Status: Professional 
Relocation Option:
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 125138
PS Job Title: Supv, IT Field Services 
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.