IT Operations Supervisor

L.N. Curtis & Sons

Description:

The IT Operations Supervisor is responsible for managing direct reports and overseeing daily operations of IT end‑user support activities, ensuring efficient and reliable technology services across the organization. This role combines technical expertise with team leadership responsibilities, including mentoring desktop support technicians, developing and maintaining documentation, leading IT Operations projects, and serving as a key escalation point for complex hardware and technical issues.

The ideal candidate is hands‑on, detail‑oriented, customer‑focused, committed to delivering excellent end‑user experience, capable of evaluating and solution‑architecting improvements within the existing IT environment and driving operational excellence. This role also requires periodic travel based on project and business needs.

• Supervise daily IT and end‑user support operations, including desktop, laptop, and peripheral support.
• Ensure timely resolution of incidents and service requests in alignment with SLAs to minimize disruption to end users.
• Monitor and manage Freshdesk ticket queue and workload distribution to optimize team performance.
• Maintain high levels of customer satisfaction through effective service delivery.
• Act as a point of contact for escalated user issues, ensuring clear communication and follow‑through.
• Manage IT assets, lifecycle, and inventory processes.
• Other duties as assigned by management to address and provide effective support of the company mission, values and goals.

• Serve as a primary escalation point for complex hardware, software, and system issues.
• Evaluate the existing IT environment and design practical, scalable improvements to systems, tools, and workflows.
• Coordinate with the Curtis infrastructure systems administrator to resolve complex technical issues.
• Coordinate with vendors and third‑party providers for issue resolution when necessary.
• Ensure proper documentation of issues, resolutions, and workarounds.
• Guide and mentor IT support staff in resolving technical challenges.

• Lead and support the implementation of IT Operations projects, including hardware deployments, system upgrades, process improvements, and new office locations.
• Collaborate with stakeholders to gather requirements and deliver solutions.
• Track project milestones, risks, and deliverables to ensure successful execution.
• Identify opportunities for operational improvements and automation.

• Develop, maintain, and enforce IT documentation, including SOPs, knowledge base articles, and support procedures.
• Ensure documentation is accurate, up‑to‑date, and accessible to the IT team.
• Standardize processes to improve efficiency and consistency across support operations.

• Supervise, coach, and mentor desktop support technicians to enhance technical and professional growth.
• Provide guidance on troubleshooting techniques, customer service, and best practices.
• Conduct regular performance check‑ins and knowledge‑sharing sessions.
• Foster a collaborative, accountable, and customer‑focused team environment.

• 5+ years of IT support or operations experience.
• 12 years in an IT supervisory or lead role.
• Strong hands‑on experience with hardware troubleshooting, desktop support, and user support environments.
• 3+ years' experience with Microsoft ecosystem including Microsoft 365, Teams, One Drive, and SharePoint.

• Excellent written and verbal communication skills, with a strong focus on documentation.
• Ability to assess current state environments and design practical solutions (solutions architecture mindset).
• Proven ability to lead and implement complex IT projects.
• Advanced troubleshooting and analytical problem‑solving skills.
• Strong leadership, mentoring, and team development abilities.
• Prioritization and management of multiple tasks in a fast‑paced environment.
• Customer‑focused mindset with strong interpersonal skills.

• Bachelor's degree in Information Technology,…