IT Support Supervisor

Ecke Holding Company LLC, doing business as PCI Federal, was formed under the Poarch Band of Creek Indians Tribe to provide high quality products and services to Federal customers. Ecke is a Muskogee word for “mother” and reflects the role of the holding company. PCI Federal provides the common connection and integration that enables our collective success. Our portfolio of companies share the Tribe’s values of fairness, trustworthiness, commitment to something bigger than self, perseverance, respect for contribution, open, and honest communication, collaboration, open to new ideas and accomplishment.

Through these values, PCI Federal focuses on delivering exceptional services that exceed our customers’ expectations.

At PCI Federal, we are passionate about helping our employees meet their professional goals and achieve success, while maintaining work/life balance. We offer an excellent benefits package that includes vacation and personal time off, as well as a generous 401(k) match.

PCI Federal’s companies are committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email  We will make adetermination on your request for reasonable accommodation on acase-by-case basis.

PCI Federal and its subsidiaries do not discriminate on the basis of age, sex, race,national origin, religion, marital status, sexual orientation or identity,Veterans or Disability status.

Preference may be extended to qualified Native American Indian candidates.

• Health Insurance
• Vision Insurance
• Short Term Disability
• Long Term Disability
• Life Insurance
• Pet Insurance
• 401k and Company Matching
• Flexible Spending Account
• Tuition Reimbursement
• 11 Holidays

Atmore, AL

Hybrid

140-Corporate

1

PCI Federal Services is seeking an IT Support Supervisor to lead day-to-day end-user technology support while remaining a hands-on technical resource. This position supervises IT support personnel, manages workload and escalations, monitors service performance, develops team capabilities, and drives continuous improvement of the employee technology experience.

The ideal candidate combines strong technical knowledge with practical leadership skills and can effectively balance people, priorities, service quality, and complex technical issues.

• Supervise IT support personnel, including work assignments, coverage, coaching, development, and performance feedback.
• Own day-to-day performance of the IT support function, including ticket backlog, service levels, escalations, documentation quality, and user communication.
• Manage the support queue and ensure incidents and requests are appropriately prioritized, assigned, and resolved.
• Serve as the escalation point for complex technical issues and employee concerns.
• Provide advanced support for Windows 11, Microsoft 365, Teams, Outlook, One Drive, SharePoint, Entra , Intune, endpoints, authentication, and connectivity.
• Monitor ticket trends and support metrics and recommend improvements to processes, tools, training, and service delivery.
• Maintain and improve support procedures, escalation practices, knowledge articles, and service standards.
• Oversee support activities related to employee onboarding, offboarding, equipment deployment, and IT asset lifecycle management.
• Identify opportunities to improve and automate support processes using Microsoft technologies, Power Shell, ITSM workflows, and other approved tools.
• Support Microsoft 365 and Copilot adoption by identifying recurring support and training needs.
• Coordinate end-user technology deployments and lead smaller IT projects.
• Work with…