IT Support Supervisor

Summary

The IT Support Supervisor will be responsible for the supervision, development, and performance of the IT Help Desk and end-user support team, ensuring high-quality, timely technical assistance across the organization. This role provides leadership, technical guidance, and process improvement to enhance user satisfaction, optimize support efficiency, and uphold IT service standards.

Job Duties & Responsibilities

Team Leadership & Operations.

• Supervise and mentor support technicians, providing coaching, performance feedback, and development opportunities
• Manage daily help desk operations, ensuring adherence to SLAs and escalation procedures
• Coordinate scheduling, workload distribution, and resource allocation to ensure optimal coverage
• Foster a customer-focused culture that emphasizes empathy, communication, and continuous improvement
• Serve as an escalation point for operations issues, including after-hours support
  
  

Technical Oversight

• Serve as a senior escalation point for complex hardware, software, and network issues
• Oversee support of endpoints, operating systems and applications.
• Collaborate with cloud engineers and network engineers on troubleshooting, patching and infrastructure initiatives
• Ensure compliance and adherence to IT policies and procedures
• Utilize the ITSM to assist with asset management tracking and acceptable hardware lifecycle replacement
  
  

Process & Performance Management

• Develop & maintain IT support documentation, SOPs, and knowledge base articles
• Track and analyze service metrics; generate reports to identify trends, track KPIs and recommend improvements
• Participate in IT change management, asset management and lifecycle planning activities
• Contribute to onboarding and training of new employees
  
  

Customer Service & Communication

• Act as a liaison between IT and business units to understand user needs and communicate IT standards and initiatives
• Promote consistent communication and service transparency across departments
• Manage customer satisfaction surveys and follow up on feedback to improve service delivery
  
  

Additional Job Description

Education/Training Requirements:

• Associate’s degree and 4 years' experience in IT Support environments required
• Experience with maintaining ITSM tools required(e.g. ServiceNow, ManageEngine, Jira).
• ITIL Foundation certification preferred
• Experience in endpoint management systems preferred (e.g. Intune, SCCM, Jamf)
• Familiarity with network fundamentals and cybersecurity best practices preferred
  
  

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life/disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)
  
  

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)