IT Support Supervisor

The onsite IT Support Supervisor oversees daily workflow for, and the functional management of a diverse team of 20+ onsite and remote IT professionals charged with supporting 10k+ users and 40k+ endpoints across North America. The ideal candidate will demonstrate strong people management skills, a data-driven approach to decision-making, and the ability to coordinate and prioritize multiple tasks in a fast-paced, quality driven and deadline sensitive environment.

6 months + to possible perm

• Bachelor’s degree or equivalent experience
• 5+ years of relevant IT support experience, preferably across multiple disciplines. Candidate should have working knowledge of Windows and related O365 platform software, an understanding of standard network architecture and security, and demonstrated ability to triage and successfully troubleshoot a wide variety of complex, multi-layer IT issues.
• 3+ years of leadership experience with primary responsibility for multiple direct reports and the performance, improvement, and results of a defined business unit. Candidate should be purposeful in soliciting for and providing feedback and confident in their ability to set goals, establish, maintain, and monitor relevant metrics, define benchmarks for success and leverage all the above to identify and capitalize on opportunities for improvement in process and performance.
• The ability to tackle and turn data into actionable information and metrics generation, monitoring, management and reporting via Excel, Power Bi, and/or Service Now are highly regarded skill sets for this position.
• Proven ability to operate as primary escalation point for a wide range of IT support issues.
• Ability to adapt to new challenges, identify and evaluate potential impact, prioritize, and proactively marshal resources accordingly to ensure the demands of IT support from the field are met.
• Ability to digest, understand, apply, build documentation for, and quickly communicate new technical concepts in a way that minimizes impact on the field and builds depth at position across IT support team.
• Ability to recognize, analyze, and question established methods and process in a productive way and a willingness to work with leadership in seeking alternatives to those which no longer serve.
• Experience with Power Shell, PSExec and enterprise level asset management highly regarded.

• IT Certifications ranging from A+, Network+, MS900, Security+ and software specific a plus
• Experience with Active Directory, SharePoint, SCCM, AV tech, iOS, Android and Intune MDM a plus.

Daily Responsibilities

• Manage workflow and staffing levels across multiple shifts to ensure adequate coverage and promote optimal response time to reported IT issues and requests
• Build, monitor, report and leverage metrics to gauge individual and team performance, identify opportunities for improvement and, ultimately, the distance between IT Support and the strategic goals that support the long-term growth strategy of the business using tools like Excel, Power Bi, Confluence, Power Platform and Service Now.
• Collaborate with IT infrastructure and escalation teams, branch and distribution center staff, business and corporate leadership, vendors, and contractors to troubleshoot and resolve complex, multi-layer IT issues involving proprietary software, cloud and on-premises infrastructure, networking, security, Active Directory, AV systems, and automation tools.
• Take ownership of, provide direction for and leverage deep technical and proprietary, institutional knowledge to prioritize efforts of the IT Support team
• Build, monitor, report and leverage metrics to gauge individual and team performance and turn large data sets into concise, actionable information using Excel, Power Bi, and / or Service Now
• Develop, implement and manage the onboarding and continuing education of IT Support staff for the purpose of building depth at critical positions and enhancing overall team capability