IT Supervisor

American Cruise Lines, the largest cruise line in the United States, is looking to add an IT Supervisor to our team in our Sandy, UT office. Our IT team supports our shipboard staff and corporate offices located in Connecticut and Utah. The IT Supervisor will oversee the daily operations of the IT Support team while providing technical support to shipboard and corporate staff. This role is responsible for supervising help desk operations, mentoring IT staff, coordinating hardware, software, and network support, and ensuring reliable IT services across all locations. At American Cruise Lines, we are driven by our values-Optimism, Commitment, Patriotism, and Merit. These values shape our culture, our service, and our people, guiding us as we work together to Share America’s Story on the Finest American Ships. Responsibilities

• Supervise the daily operations of the IT Support team, providing leadership, coaching, and performance feedback.
• Assign, prioritize, and monitor help desk tickets to ensure timely resolution.
• Provide technical support for staff as needed.
• Administration of Windows Active Directory on-prem and Azure AD.
• Microsoft Exchange user administration.
• Installation, updates, and troubleshooting of software on Windows-based computers.
• Monitor the availability of the IT environment.
• Maintain inventory and IT asset records.
• Collaborate with IT Infrastructure teams to resolve complex issues.
• Maintain company security utilizing security best practices.
• Maintain PCI compliance.
• Develop and maintain IT support documentation and procedures.
• Help provide rotational, on-call support for emergencies on weekends.
• Ensure excellent customer service and consistent support for shipboard and corporate staff.

• 2+ years of experience leading or supervising an IT support/help desk team preferred.
• Knowledge of Windows operating systems, computer and peripheral hardware and software.
• Knowledge in help desk software methodology.
• Experience with Windows Desktop and Server operating systems.
• Active Directory: Add/Remove/Changes.
• Experience with Mobile OS’s.
• Competent in remediation of Anti-virus incidents.
• Expertise in explaining technical issues and give instructions to troubleshoot system related issues.
• Updated with current industry trends and efficiency in working with them.
• Should possess good verbal as well as written communication skills, and should be able to provide guidance both verbally and electronically.
• Ability to work in a complex and mixed team environment.
• Ability to handle multiple tasks, set priorities, schedule, and meet deadlines.
• VMware and Linux a plus.
• RingCentral a plus.
• Networking/routing/vLANs a plus.
• PowerShell a plus.
• SonicWALL a plus.
• SAN (Unity/Storage Center/Equalogic).