Technical Support Supervisor

Role Overview

The Technical Support Supervisor provides operational leadership for the technical support function, ensuring high-quality service delivery, effective issue resolution, and consistent customer experience. This role oversees daily support operations, including phone and ticket queue performance, service level adherence, and escalation management.

What You Will Do

Provide technical support to team members and end-users, troubleshooting hardware and software issues as needed. Create, maintain and communicate ticket and call reports and ensure that all SLAs are met.

Why It Might Be a Fit

This role requires a strong analytical and problem-solving skills, with the ability to identify and resolve hardware-related issues quickly and efficiently. The Supervisor serves as a subject matter expert and escalation point, establishes troubleshooting and communication standards, and partners cross-functionally to identify trends, drive process improvements, and enhance overall support effectiveness.

Requirements

• Bachelor’s degree in information technology or computer science, or equivalent experience
• 5+ years of experience in level 1 and/or 2 technical support
• 2+ years of experience in a senior or lead role in technical support
• Certifications related to ITIL or at least 2+ years of experience administering an IT services platform
• Proficiency in Microsoft Active Directory, Intune, iOS, Android OS, Microsoft Azure, Microsoft Exchange, Microsoft Office support, Multi-Factor Auth and Single-Sign-On management, PowerShell, laptop and mobile device management, including configuration, deployment, and troubleshooting

Benefits

• Health, Dental, Vision, Disability & Life Insurance
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training
• Great Place to Work Certified