IT Support Supervisor

Overview

Supervises the day‑to‑day operations of the IT Services Support Team. Identifies, researches, and resolves complex technical problems by coaching Level I/II teams and escalating incidents to the Engineering team. Creates and maintains support documentation and adheres to department processes and procedures (SOPs). Documents, tracks, and monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met. Assists the Manager with Level I/II onboarding and skills development as needed.

The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.

Department: Managed Services
Location: Iron Orbit - Remote
Compensation: $80,000 - $90,000 / year

This position will work a standard schedule of Monday – Friday from 11:00 AM – 8:00 PM EST
, with some exceptions to this schedule on an as‑needed basis.

• Assist Managers with setting task assignments and priorities for Level I/II
• Actively rotate between team/queues – coaching/escalating for Level I/II
• Lead the team by example – model behaviors and work practices
• Assist with onboarding new hires and cross‑training Level I/II
• Assist Managers with maintaining staff scheduling
• Success is measured against team performance % of ticket escalations

• Actively manage issue escalations during shift
• Provide daily shift change status reports to Manager
• Review all open tickets with Manager in CRM during shift and assist with resource assignments when necessary
• Route unassigned tickets and act as liaison between receptionists and technician pool
• Success is measured against team performance % of ticket reopens

• Meet customer SLA’s
• Follow‑up if necessary or to build relationship
• Issue survey and drive response rate
• Review relationship and provide sale lead opportunities when possible
• Success is measured against team performance % SLA compliance

Education:

• Preferred – Associate’s degree in Information Technology or a related field
• Mandatory – High School diploma or equivalent

Minimum Experience:

• 7+ years of experience in IT working as a lead/senior IT support role or engineer

Certifications:

• Minimum (2): A+, Network+, Server+, Security+, etc…
• Minimum (1): MCSE, CCENT/CCT, VCP6

Expertise:

• Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring
• Technical skills must exceed that of Level I and Level II support staff
• Experience and ability to present examples of leading teams and empowering team members to achieve professional growth
• Highly self‑motivated and directed
• Keen attention to detail
• Proven analytical and problem‑solving abilities
• Ability to effectively prioritize and execute tasks in a high pressure environment
• Exceptional customer service orientation
• Strong oral and written communication skills

Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. The job requires occasional after‑hour and weekend escalation management and support. Client onsite work could be required on a project or emergency basis.