IT Support Supervisor
Listed on 2026-08-02
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IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
Responsibilities
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 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.
This position will work a standard schedule of Monday - Friday from 11:00AM - 8:00PM EST
, with some exceptions to this schedule on an as-needed basis.
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