Supervisor, Integrated Operations Center

Share Our Purpose. Be Yourself. Feel Valued. People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals. We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey. About American Water American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders. As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities. American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions. For more information, visit amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. Job Information Salary Range: $86,490 - $102,290 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 Supervisor, Integrated Operations Center 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 PreferredWork Environment Standard office environment #LI-LKOCompetenciesChampions safetyCustomer obsessedCultivates innovationNimble learningDrives ResultsCollaborates