Department: Information Technology
Reports To: IT Manager / Vice President of IT
Position Summary
We are seeking a hands-on IT Support Supervisor to oversee daily technical support operations and lead a team of help desk technicians. This role combines technical troubleshooting with team leadership to ensure employees receive timely, effective support for hardware, software, and network issues.
The ideal candidate is a strong problem solver who can prioritize competing requests, communicate technical information clearly, and develop a customer-focused support team in a fast-paced environment.
Key Responsibilities
- Oversee daily IT support activities, assign tasks, and prioritize requests for help desk technicians.
- Install, configure, connect, and update computers, hardware, software, and other technology devices.
- Diagnose and resolve hardware, software, and network issues.
- Provide hands-on technical assistance and guidance for escalated support requests.
- Communicate with employees and other users to understand technical concerns, explain solutions, and provide updates.
- Coach, mentor, and develop help desk technicians to strengthen technical skills and service quality.
- Manage team challenges and resolve conflicts professionally.
- Ensure support activities align with company policies, procedures, and operational priorities.
- Identify opportunities to improve troubleshooting practices, team efficiency, and the user experience.
- Coordinate support across company offices and customer locations, traveling as needed.
- Perform additional responsibilities as needed to support successful business operations.
Qualifications and Skills
- Strong technical knowledge of computer hardware, software, networks, and troubleshooting methods.
- Ability to lead a support team, delegate responsibilities, and develop employees.
- Strong analytical and problem-solving skills, with the ability to evaluate information and determine appropriate solutions.
- Excellent written and verbal communication skills, including the ability to explain technical issues to nontechnical users.
- A customer-service mindset with a patient, professional, and collaborative approach.
- Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and internet-based tools.
- Strong organizational skills and the ability to manage multiple tasks, meet deadlines, and adjust to changing priorities.
- Ability to work independently within company guidelines and collaborate effectively across teams.
- Sound judgment, initiative, and the ability to remain calm under pressure.
- Ability to learn, retain, and apply company procedures and locate resources when needed.
- Ability to travel to other locations and access equipment as required.
Seniority Level
Mid-Senior level
Employment Type
Full-time
IND3