IT Support Supervisor

Duties and Responsibilities
Supervises a team of information technology (IT) support staff to provide expert technical support for assigned platforms. Manages the performance of assigned staff, including hiring, coaching, counseling, performance improvement, and career development.
Develops and maintains comprehensive technical documentation for platforms and processes. Prepares and updates help guides for end users.
Conducts training sessions for staff to ensure effective use of platforms.
Leads IT projects, ensuring timely completion and alignment with organizational goals.
Acts as the escalation point for complex technical issues that cannot be resolved promptly.
Identifies and escalate complex issues to higher-level technical teams when necessary.
Provides friendly and detail oriented support to all users. Suggests ideas for enhancement or ways to improve customer experience.
Ensures the clear, precise, and accurate updates and recordkeeping of issues and resolutions in the case management system (e.g., ServiceNow).
Reports weekly key performance indicators (KPIs) based on team performance and makes recommendations to improve performance results.
Keeps abreast of all industry standards and trends as it relates to the management of IT services & support functions
Maintains detail oriented, technical, and industry knowledge through continuing education, detail oriented publications, and detail oriented associations.
Performs other related duties as assigned to meet the needs of the business
Knowledge, Skills, and Abilities
Knowledge of IT support systems (e.g., Active Directory, Azure, Entra, Intune, Tanium, ServiceNow)
Leadership and supervisory skills to coordinate the work and development of other through training, delegation, coaching, counseling, and performance management
Skill in applying critical thinking, analysis, and problem-solving methods to resolve complex technical issues
Skill and ability to communicate verbally clearly and concisely and in writing
Customer service skills via multiple channels (e.g., telephone, email, chat)
Skill in managing projects, organizing, prioritizing, and meeting deadlines
Proficiency with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
Ability to maintain confidentiality and maintain appropriate discretion
Cisco Technologies, Citrix Technologies, Cloud Technologies, Dell Technologies, ITSM, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support
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