IT Support Supervisor

Overview

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.

We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career?

Here’s what Transcat has to offer—

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
• Pay range $80,000 - $90,000.

The IT Support Supervisor is responsible for overseeing the daily operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues, and maintaining high standards of service delivery. This position located in Rochester, NY, requires working on-site a minimum of four days per week to ensure effective collaboration and support. It includes direct supervision of IT Helpdesk staff (which may include resources in other countries) and coordination with other IT functions to align support activities with organizational goals.

The IT Support Supervisor ensures compliance with security policies, promotes user training, and manages support tools and systems.

• Lead, motivate, and mentor the IT Helpdesk team to foster professional growth, collaboration, and a customer-oriented approach
• Oversee daily ticket assignments, prioritization, escalation, and resolution to ensure prompt support and adherence to service level agreements (SLAs)
• Track and report key metrics such as response times, resolution rates, and user satisfaction; use these insights to drive continuous improvement
• Identify recurring ticket trends, conduct root cause analyses, and recommend longer-term improvements to IT systems and support practices
• Establish, document, and continually improve helpdesk procedures, workflows, and escalation paths for efficiency and standardization
• Solicit feedback through satisfaction surveys, monitor customer complaints, and ensure a high standard of technical assistance to all users
• Coordinate the response to significant business disruptions, manage resources during major incidents, and oversee communications and systemic troubleshooting
• Coordinate deployment and maintenance of hardware, software, and other IT related services
• Ensure compliance with cybersecurity policies and promote user awareness and training
• Collaborate with other IT teams to support business-critical systems and applications.
• Participate in IT planning and contribute to strategic initiatives
• After hours and ability to be on-call as required
• Ability to travel to other corporate facilities as needed
• Model the Company’s values to influence others to perform in an aligned manner.
• Ensure training and development plans are in place and communicated to employees to drive performance improvement and career progression.
• Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline.
• Other duties as assigned

• Strong proficiency in PC hardware and software troubleshooting, including desktops, laptops, peripherals, and mobile devices.
• Advanced experience with Microsoft 365 administration, including Exchange Online, Teams, One Drive, SharePoint, and endpoint/device management via Microsoft Intune.
• Working knowledge of Microsoft Azure, including user and group management, conditional access policies, and basic Azure AD…