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IT Operations Lead - Houston


Houston, TX, US, 77019

Req ID: 177548 


      BASIC PURPOSE: The IT Operations Lead serves Musket and Trillium by providing leadership, expert technology support and escalated support for end users. Primary areas of responsibility are: End user support, advanced software and hardware troubleshooting, responding to escalated incidents, IT project management, support of and end-user training for conference rooms and meeting spaces that utilize technology. This position requires leadership, utmost customer service and professionalism. The ideal candidate will have experience in directing efforts and prioritizing tasks for a small IT Support Team, providing end-user support for desktop computing hardware and software, and project management.



  • Lead all aspects of technology support and operations for Musket and Trillium, including oversee and troubleshoot all onsite hardware and software.
  • Maintain dotted line alignment with business systems management on site, managing and aligning priorities on a daily basis.
  • Receive and respond to escalated incidents regarding technology issues
  • Serve as a liaison between business and IT unites to effectively drive projects, anticipate challenges, and resolve issues.
  • Perform remote and on-site analysis, diagnosis and resolution of complex technology issues for end-users, and recommend and implement corrective solutions.
  • Receive and respond to after-hours calls and/or emails regarding technology issues and end-user support whenever necessary.
  • Liaison with Oklahoma City - IT Warehouse to maintain inventory control of all computers and peripherals
  • Monitor network and systems reporting tools and communicate information on a regular basis regarding outages, failures, and interruptions in service.
  • Setup, maintain, and troubleshoot audiovisual and multimedia equipment in conference rooms and meeting spaces.
  • Document failure, repair, installation, and removal of desktop equipment or related components
  • Work with the Business Leadership to plan and execute employee moves
  • Perform imaging process of computers and notebooks
  • Troubleshoot both Windows and Apple environments
  • Responsible for documentation of Musket IT processes and procedures as related to training and knowledge base administration
  • Other duties assigned as needed.



  • Education:
    • REQUIRED: HS Diploma or equivalent required
    • PREFERRED: Bachelor’s Degree in the field of Computer Science/Management of Information Systems OR Associate’s Degree in the field of Computer Science/Management of Information Systems with 2 years of desktop support experience
    • PREFERRED: Certifications pertaining to desktop/helpdesk support such as A+, MCP, MCDST, CCNA, etc,


  • Experience:
    • REQUIRED: 6 years in a customer facing IT support role, especially providing support to executive and c-suite leaders.
    • REQUIRED: 1 year in integrated audiovisual or multimedia environment
    • REQUIRED: 4 years in a desktop support, with at least 1 year as a team lead, supervisor, etc.
    • PREFERRED: Previous experience in a 24x7x365 IT Operations environment
    • PREFERRED: Experience with SRA and other software unique to the oil and gas industry
    • PREFERRED: Experience with system and network monitoring tools
    • PREFERRED: Experience with advanced audiovisual systems, including automation and control



  • Skills:
    • Hard Skills: Extensive technical knowledge of Desktop/laptop computing hardware, Apple products, peripherals, Windows 10, MacOS and iOS, and the Microsoft Office Suite; ability to read and understand technical manuals, procedural documentation and OEM guides; capable of utilizing remote desktop support tools to solve problems; intermediate understanding of LAN and WAN internetworking devices like routers and switches; technical writing ability to develop knowledge base articles.
    • Soft Skills: Exceptional customer service orientation; Leadership and mentoring, effective interpersonal and relationship-building skills; strong written and oral communication skills; analytical and problem-solving abilities, with keen attention to detail; self-motivated and directed, with the ability to effectively prioritize and execute tasks under little supervision; experience working in a team-oriented, collaborative environment; Demonstrated ability to read and write fluently in English.


  • Typical Physical Demands:
    • On-call availability as needed.
    • Requires prolonged sitting, some bending and stooping.
    • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
    • Manual dexterity sufficient to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
    • Requires normal range of hearing and vision.

Job Function(s): Accounting and Finance 


Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:

  • Gemini Motor Transport, one of the industry’s safest trucking fleets
  • Speedco, the light mechanical and trucking service specialists
  • Musket, a rapidly growing, Houston-based commodities supplier and trader
  • Trillium, a Houston-based alternative fuels expert


The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.