Integrated Operations Center Supervisor

Job Information

Salary Range: $70,690  - $90,000

The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! 

American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

Primary Role

The Integrated Operations Supervisor Center will report to the Integrated Operations Center Manager, and is responsible for providing frontline technical support — via phone, chat, and email — to all American Water employees and contractors. This role provides leadership, coaching, and escalation support to Support Desk personnel.

The Supervisor ensures the availability and effective operation of hardware platforms, operating systems, utilities, and related tools required to meet production schedules and service levels. The role assists in analyzing and evaluating system malfunctions, takes appropriate corrective actions, escalates to leadership when necessary, and documents problems and resolutions.

The Supervisor serves as the escalation point for Level I, II, and III analysts, maintains Support Desk performance metrics, and manages staffing and personnel issues.

Additional responsibilities include:

• Maintaining application and interface inventories.

• Monitoring licensing requirements and supporting optimization of renewals.

• Integrating new capabilities into project, product, and program management.

• Supporting cross-technology and business collaboration to develop innovative solutions.

• Preparing periodic reports on program activities and progress.

• Facilitating workshops, meetings, and conferences, including logistics and communication. 

Key Accountabilities

• Develop and promote technology solutions aligned with business requirements, enterprise strategy, and departmental goals.

• Ensure consistency with enterprise‑wide application design standards.

• Support leadership in managing customer expectations and stakeholder communications.

• Partner closely with internal customers to understand desired business outcomes from technology.

• Collaborate with Product Management & Product Engineering teams to ensure project success.

• Direct and manage projects aligned with short‑term and long‑term business goals.

• Coordinate with business leaders and industry experts to ensure alignment of needs and technology solutions.

• Capture project management artifacts in enterprise architecture tools.

• Maintain relationships with key technology vendors.

• Run monthly metric reports and communicate results to leadership.

• Manage Service Desk scheduling and personnel issues.

• Provide 24x7 remote support coverage as needed.

• Create and manage support tickets through completion, escalating when required.

• Provide essential IT support functions including account troubleshooting, software installation, access provisioning, and hardware support.

• Maintain the knowledge database.

• Identify and escalate deficiencies in technical processes.

• Monitor key IT systems (e.g., SAP, network infrastructure).

• Take ownership of various IT Support Desk systems and processes.

• Assist the IT Support Desk Manager and American Water stakeholders as needed 

Knowledge/Skills

• Strong knowledge of technology and vendor management.

• Ability to provide thought leadership in program and project management.

• Understanding of digital technologies and applicability in utility environments.

• Strong communication (verbal, written, presentation) and collaboration skills.

• Ability to work independently, manage multiple priorities, and function in a fast‑paced environment.

• Comfort working in environments with ambiguity and evolving requirements.

• Fast learner with strong attention to detail.

• Receptive to constructive feedback. 

Experience/Education

• Bachelor’s degree in information systems or similar technology field is required

• 5+ years’ experience working in engineering, project management, or technology fields required.

Travel Requirements

As necessary, up to 20%

Certifications & Licenses

Project Management Professional (PMP) Certification Preferred

Work Environment

Standard office environment

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Competencies