Digital Technology Senior Team leader - Houston

Senior Team leader - End User Support Engineering ·   · Are you passionate about providing Assistance and Support? ·   · Are you passionate about user-centric design? ·   · Join our Digital Technology ·   · We operate at the heart of the digital transformation of our business. Ou ...

Job description

Senior Team leader - End User Support Engineering
 

Are you passionate about providing Assistance and Support?
 

Are you passionate about user-centric design?
 

Join our Digital Technology
 

We operate at the heart of the digital transformation of our business. Our team is responsible for the cybersecurity architecture and data protection for our global organization. We advise on the design and validation of all systems, infrastructure, technologies and data protection.
 

Partner with the best
 

As a Senior Team Lead - End User Support (EUS) functions for all USA locations outside the Houston Metro, delivering fast, reliable, user-centric technology support. Serve as the national focal point for end-user computing experience across the portfolio, align with CTO strategy and DT Client Services processes (incident, request, problem, knowledge, change), driving excellent service experience and outcomes.
 

As a Senior Team Lead - End User Support, you will be responsible for:
 

• Working in close partnership with the Houston Metro EUS Leader to ensure consistent standards, shared tooling, unified reporting, and seamless cross-coverage for major incidents, communications, and experience improvements across the USA.

• Acting as the focal point for customer engagement, M&A projects, and customer satisfaction translating business needs into service priorities, actionable plans, and measurable improvements in support experience.

SCOPE & COVERAGE

• Users & Sites: USA campuses and affiliated locations (office, lab, warehouse, and selected executive areas) outside Houston Metro; includes walk-up/lounge support where applicable.

• Service Portfolio: EUS, Service Management, Premium/VIP Support, On-Demand Projects, Hands & Feet, End User Training, and Asset Management (local execution in partnership with global/region leads).

• Customer Engagement: owns the engagement rhythm with business/site leaders for the USA portfolio; accountable for CSAT action planning and experience improvement roadmap.

• M&A / Integration: EUS focal point for M&A site onboarding and integration (readiness, Day-1 model, communications, and stabilization).

KEY OUTCOMES

• User Experience: High CSAT and effortless support journeys; visible reduction in reopens and handoffs. (L2 Support)

• Reliability: SLA attainment across P0–P3 with disciplined major incident handling.

• Productivity: Shift left through knowledge, automation, and training

• Budget: Execution of the AOP plan and spend within budget; timely forecasting.

• Asset Hygiene: Accurate CMDB/asset records and compliant endpoint posture supporting lifecycle and security outcomes.

• Customer Engagement & M&A: trusted customer-facing focal point; improved satisfaction and faster stabilization for new/transitioning sites.

Service Delivery & Operations

• Owning the USA queue health (incident, request, problem) and drive rapid restoration for P0/P1/P2; ensure disciplined triage and escalation.

• Maintaining and continuously review SLAs/OLAs; publish weekly performance with commentary and actions (aligned with SOLV leadership).

• Coordinating major-incident execution and communications for non-Houston sites; align with Houston Metro EUS Leader for across USA escalations and shared communications templates.

• Governing ticket hygiene and data quality

Customer Engagement & Satisfaction

• being Primary EUS customer-facing leader for USA locations; run regular service reviews with site/business leadership.

• Owning CSAT outcomes: analyze drivers, define improvement initiatives, and ensure measurable follow-through (first-time fix, reduced reopens, reduced handoffs).

• Translating customer feedback into an actionable improvement backlog (knowledge, automation, training, standardization) and align priorities through DT Client Services governance.

Knowledge, Shift Left & Training

• Champion knowledge management (create/review/retire cadence) and increase self service usage through high quality how to content in collaboration with SOLV

• Delivering local enablement (new tools, security changes, device standards) and ensure VIP etiquette training.

People & Vendor Management

• Leading, coaching, and developing the DT EUS team; manage performance, recognition, and growth paths.

• Managing third party providers via SLAs, scorecards, and quarterly reviews; correct under performance promptly.

Governance, Risk & Compliance

• Enforcing change, incident, problem, and knowledge processes aligned to ITIL and DT standards; conduct After Action Reviews (AARs).

• Ensuring asset chain of custody and protection of company data.

KPIs & TARGETS

• SLA Attainment (by priority): P0/P1/P2 agreed thresholds; P3 resolution within 3 business days baseline.

• CSAT: 96% agreed threshold with quarterly improvement plan.

• Backlog & Aging

• Asset Accuracy (CMDB): 95% accuracy and 5% unmatched devices; quarterly audit.

• PC Lifecycle Execution: 90% of AOP replacements delivered on plan; forecast accuracy and budget adherence (Aligned with PC Lifecycle)

KNOWLEDGE, SKILLS & ABILITIES

• Proven enterprise EUS leadership across Windows devices and peripherals.

• Excellent communication (business friendly and technical), relationship building, and stakeholder management.

• Analytical, problem solving, and action oriented mindset with strong customer focus.

Fuel your passion
 

To be successful in this role you will:
 

• Have a Bachelor's degree in IT or related field.

• Have ~10 years in IT Desktop Support / Service Desk / Client Services / Technical Support; combination of experience and job-related education considered.

• Have working knowledge of ITIL/COBIT/MS/PM frameworks; relevant certifications valued.

• Have demonstrated customer engagement leadership and ability to drive satisfaction outcomes across distributed sites.

• Have experience coordinating multi-workstream delivery for site transitions and integration activities (including M&A environments) is strongly valued.

• Have will to visit any USA location with onsite leadership presence across supported sites as needed.

• Travel: approximately 10–15% across USA sites outside Houston Metro.

• Periodic after-hours/on-call coverage during critical activities, major incidents, or changes.

Work in a way that works for you
 

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
 

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us
 

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.
 

Working for you
 

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:
 

• Contemporary work-life balance policies and wellbeing activities

• Comprehensive private medical care options

• Safety net of life insurance and disability programs

• Tailored financial programs

• Additional elected or voluntary benefits

You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.

This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.

The Baker Hughes internal title for this role is: Digital Technology Senior Team leader - End User Support Engineering