IT Support Supervisor

POSITION SUMMARY:

The IT Support Supervisor oversees the daily operations of the IT support team, ensuring timely and effective resolution of technical issues across all SOS offices. This role supervises Tier 1 and Tier 2 support staff, manages workload distribution, enforces IT support standards, and ensures service level targets are met. The supervisor also assists in implementing endpoint deployment procedures, maintaining compliance with security policies, and improving support processes through documentation, training, and performance monitoring.

ESSENTIAL DUTIES and RESPONSIBILITIES:

•  Leadership & Strategy

• Develop and maintain the roadmap for end-user support services, focusing on standardization, automation, and service quality.
• Manage and mentor a team of Desktop Analysts and Service Desk personnel; oversee day-to-day operations and workload balancing.
• Act as an escalation point for complex support issues requiring coordination across infrastructure, security, and applications teams.
• Partner with Infrastructure, Security, and Application teams to ensure endpoint environments are stable, secure, and aligned with organizational objectives.
• Define and track metrics for service levels, team performance, ticket resolution time, and user satisfaction.

•  Operations & Process Optimization

• Oversee enterprise endpoint deployment and lifecycle processes using tools such as Microsoft Intune or similar platforms.
• Implement and continuously improve processes across support services.
• Establish and enforce policies and procedures related to endpoint configuration, patching, imaging, asset tracking, and compliance.
• Ensure secure configuration of endpoint devices per agency and regulatory requirements (e.g., encryption, antivirus, MFA).

•  Technical Oversight

• Supervise Tier 1 and Tier 2 support staff; provide coaching on troubleshooting techniques, escalation protocols, and communication standards.
• Review recurring issues and problem trends to identify root causes and recommend long-term improvements.
• Coordinate with IT Operations and Security teams to manage endpoint vulnerabilities and respond to security incidents affecting end-user systems.

•  Customer Engagement & Communication

• Lead initiatives to improve user satisfaction, reduce ticket volume, and improve first-call resolution.
• Communicate IT support changes, updates, and major incidents clearly and proactively to stakeholders.
• Champion a culture of service excellence, professionalism, and continuous improvement.

SUPERVISION REQUIREMENTS:

Direct Reports: Three (3) to Five (5) Multi-Tier Support Staff

INTERNAL PROMOTION:

• Minimum of two (2) years of experience in a Desktop Support Analyst II or Escalation role.
• Industry certification in IT Support Management preferred, or equivalent hands-on experience.

 MINIMUM QUALIFICATIONS:   

•  High school diploma or equivalent.
• At least five (5) years of recent relevant experience in an enterprise IT environment.

 PREFERRED QUALIFICATIONS:

• Associate degree in business administration, computer science, software engineering, or a related field—or equivalent work experience.
• Three (3) years of experience in desktop support, with at least one (1) year in a lead, mentor, or escalation role.
• Hands-on experience with enterprise software deployment and endpoint management tools such as Microsoft Intune, SCCM, or third-party RMM solutions.
• Proficiency in ticketing systems, remote support platforms, and managing team queues or escalations.
• Strong analytical and troubleshooting skills, with a demonstrated ability to identify issues, optimize processes, and meet customer SLAs. Familiarity with Office 365 and support in a hybrid environment.
• Certifications such as ITIL, Project+, or equivalent are strongly preferred - or equivalent experience demonstrating leadership in IT support operations.
• INTERNAL CANDIDATES ONLY