Information Technology Support Supervisor

Job Description

We are seeking an IT Support Supervisor to lead day-to-day operations for a large, distributed IT support organization. This role manages workflow, escalations, and performance for a team of 20 onsite and remote technicians supporting 10,000 users and 40,000 devices across North America.

You will serve as a primary escalation point, ensure coverage and responsiveness across shifts, and use data-driven insights to improve service quality, efficiency, and alignment with broader business goals. The ideal candidate brings strong people leadership, technical depth, and experience operating at scale in a quality-sensitive enterprise environment.

Key Responsibilities & Qualifications

• Oversee daily workflow, staffing, and prioritization of incidents and service requests across multiple shifts
• Act as an escalation point for complex, multi-layer IT issues involving cloud, on-prem, networking, security, and proprietary systems
• Build, monitor, and leverage performance metrics to drive continuous improvement using tools such as Excel, Power BI, ServiceNow, and Power Platform
• Lead onboarding, training, and ongoing development of IT support staff to build depth and strengthen team capability
• Collaborate closely with infrastructure teams, business stakeholders, vendors, and leadership to resolve issues and support IT initiatives
• Support and contribute to IT projects, documentation, asset management, and operational initiatives

Required Experience

• 5 years of hands-on IT support experience across multiple disciplines
• 3 years of people management experience with multiple direct reports
• Strong working knowledge of Windows environments, O365, networking fundamentals, and security concepts
• Proven ability to analyze data, define metrics, and translate insights into operational improvements

Preferred Qualifications

• Bachelor’s degree or equivalent experience
• IT certifications such as A , Network , Security , or Microsoft certifications
• Experience with PowerShell, Active Directory, SCCM, Intune, mobile device management, and enterprise asset management tools