Supervisor, IT Support

Responsibilities

• Recruit, train, and evaluate IT Services technicians.
• Delegate tasks and develop work schedules.
• Monitor the ticket queue and provide quality assurance for tickets in progress.
• Resolve difficult issues, identify and fix root causes, and improve operational processes.
• Plan, coordinate, and supervise projects, work assignments, and workloads for IT technicians.
• Report on technician activities, performance, and operational issues.
• Resolve, route, or escalate service requests to functional teams.
• Identify process improvements with team members and peers.
• Participate in IT Services supply chain, purchasing, and distribution processes.
• Manage inventory stored in IT Services warehouses with IT Logistics.
• Collaborate with third-party vendors.

Requirements

• 3+ years of experience in a corporate IT helpdesk or desktop support environment.
• Thorough understanding of Windows and macOS operating systems and applications.
• Strong hardware and software troubleshooting skills.
• Excellent customer service, communication, and organizational skills.
• Experience with standard client applications such as Microsoft Office and web browsers.
• Ability to explain difficult concepts clearly and provide straightforward instructions.
• Professional, self-motivated, resourceful, and able to work with minimal supervision.
• Ability to prioritize tasks and adapt in a fast-paced environment.
• Ability to document issues and resolutions and follow established procedures.
• Hands-on management approach.
• Willingness to travel and work extended hours or weekends as needed.
• Ability to regularly lift up to 25 pounds for equipment delivery, unpacking, and rack mounting.

Compensation and Benefits

• Base salary: $91,800–$137,700 USD
• Equity
• Medical, vision, and dental coverage
• 401(k) retirement plan
• Short- and long-term disability insurance
• Life insurance
• Additional discounts and perks