Role synopsis:

A Lead System Support technician is responsible for leading and advising daily functions to provide first level user support for a wide variety of user issues including software problems, hardware failures and network issues. Assist with the standardization of procedures and streamlining any discovered inefficiencies.

The Service Desk Lead is responsible for leading and managing a 24/7 IT Service Desk operation supporting TravelCenters of America’s nationwide travel center locations. This role ensures high availability of revenue-critical systems including fuel systems, point-of-sale (POS), network infrastructure, and Microsoft 365 services.

The Service Desk Lead drives operational excellence, SLA compliance, incident management, and continuous service improvement while maintaining strong multi-functional partnerships across IT and business teams.

Key Responsibilities

Operational Leadership

Lead and manage a 24/7 Service Desk team, including shift scheduling and coverage planning.

Ensure rapid response and resolution of high-priority incidents (Site Down, Fuel Down, Gas Down, C-Store Down).

Monitor service levels, call volumes, and ticket backlogs to maintain performance standards.

Develop and maintain business continuity and escalation procedures.

Ensure proper documentation and knowledge management practices.

Incident & Major Incident Management

Own and oversee the Major Incident Management process.

Coordinate cross-functional teams during critical outages.

Lead root cause analysis (RCA) and post-incident reviews.

Communicate incident status and business impact clearly to leadership.

Ensure consistent categorization and prioritization of incidents.

Service Management & Reporting

Manage and optimize ticketing workflows within ServiceNow.

Establish and supervise KPIs including:

First Call Resolution (FCR)

Mean Time to Resolve (MTTR)

SLA Compliance

Call Abandonment Rate

Customer Satisfaction (CSAT)

Drive continuous improvement initiatives based on performance metrics.

Maintain accurate dashboards and executive-level reporting.

Team Leadership & Development

Recruit, mentor, and develop Service Desk staff.

Conduct performance reviews and ongoing coaching.

Perform ticket quality audits and live call evaluations.

Develop training programs and onboarding processes.

Foster a culture of accountability, ownership, and customer service excellence.

Technical Oversight

Maintain solid understanding of:

ServiceNow Platform

POS and fuel systems operations

WAN/LAN connectivity fundamentals

Microsoft 365 services and licensing

Identity and access management (MFA, shared accounts)

Site hardware and peripheral dependencies

Partner with Network, Infrastructure, Security, and Fuel Systems teams to resolve systemic issues.

Cross-Functional Teamwork

Serve as primary liaison between Service Desk and other IT teams.

Communicate technical issues in business-impact terms.

Support operational leadership during high-impact events.

Participate in strategic IT planning and service improvement initiatives.

Financial & Vendor Management

Lead Service Desk operational budget and resource planning.

Evaluate vendor performance and service contracts.

Optimize cost-per-ticket and staffing models based on demand trends.

Required Qualifications

Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience).

5+ years of IT Service Desk experience.

2+ years of leadership or supervisory experience.

Experience handling 24/7 support environments.

Solid understanding of ITIL-based service management principles.

Experience with ServiceNow or comparable ticketing systems.

Strong analytical and reporting skills.

Preferred Qualifications

ITIL Foundation certification.

Experience supporting distributed retail or multi-site operations.

Experience supporting POS and fuel systems environments.

Experience in high-transaction or revenue-critical operations.

Strengths You'll Need

Leadership & Team Development

Incident & Crisis Management

Data-Driven Decision Making

Executive Communication

Process Improvement

Customer-Centric Attitude

Operational Rigor

About bp

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.