Supervisor, Technical Support

As the NA HelpDesk Supervisor, you’ll lead our North American IT support team while remaining hands-on in solving complex technical challenges. This “player-coach” role combines leadership, technical expertise, and customer service to ensure our employees receive exceptional IT support. You’ll help drive operational excellence, mentor team members, and keep our technology running smoothly across multiple locations.

What will you do?

• Lead and support the North America IT Support team across multiple locations
• Coach, mentor, and develop support team members through training and career development
• Serve as the escalation point for complex technical issues and high-priority incidents
• Manage daily IT support operations, including hardware, software, email, printing, and telecommunications support
• Oversee onboarding and offboarding processes, ensuring employees have the right access and equipment
• Partner with local sites and department leaders to address technology needs and improve service
• Manage helpdesk ticket workflows, service levels, reporting, and continuous improvement initiatives
• Track key metrics including ticket volumes, response times, resolution times, and customer satisfaction
• Oversee software licensing, subscription renewals, and hardware asset management
• Coordinate Windows updates, patching schedules, operating system upgrades, and hardware refreshes
• Support Microsoft 365, Microsoft Entra ID, Active Directory, and other enterprise platforms
• Collaborate with global IT teams on projects, standards, and best practices
• Develop and maintain IT procedures, documentation, and knowledge resources
• Assist with budgeting, technology planning, and operational improvements across the organization

• 5+ years of IT support experience with increasing responsibility
• Experience leading teams and supporting multiple locations
• Strong knowledge of client hardware, including desktops, laptops, docking stations, and monitors
• Experience with Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Working knowledge of Active Directory, user management, and security groups
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service abilities
• Ability to balance technical work with leadership responsibilities
• Experience working independently while collaborating with larger teams
• Passion for technology and learning emerging tools and solutions, * A customer-first mindset and passion for helping others
• Strong leadership and coaching abilities
• Excellent organizational and time-management skills
• Ability to prioritize competing demands and adapt to change
• Confidence making decisions in a fast-moving environment
• Strong attention to detail and commitment to service excellence
• A collaborative approach and desire to continuously improve processes and support experiences

• Lead a team that keeps our business connected and running smoothly
• Work with talented IT professionals across North America and globally
• Make a direct impact on employee experience and operational success
• Gain exposure to a wide range of technologies and business functions
• Join a company that values innovation, collaboration, and continuous improvement

Pure Fishing is a global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia®, Berkley®, Fenwick®, Frabill®, PENN®, Pflueger®, Plano®, Savage Gear®, Shakespeare®, SpiderWire®, Ugly Stik®, and many more. The brands that came together to form Pure Fishing were founded by inventors and innovators responsible for many of the advancements in the fishing tackle industry that anglers worldwide benefit from today. Our team of industry-leading experts and our global network of operations and innovation hubs strive to find those next innovations and produce world-class products designed to delight our consumers, strengthen business for our customers, and build love for our brands globally.

But to us fishing is not just about business, it is about time shared with family and friends, for some the peace derived from time on the water or for others the thrill of the battle and satisfaction of the earned triumph, and for all that feeling you get with every catch. We are a passionate team hungry to win while dedicated to creating memorable experiences with our brands and products and helping anglers everywhere have more fun catching more fish. We want your next day on the water to be your best day on the water. At Pure Fishing we have high expectations for Execution, we strive to Empower our people every day, expect and encourage Authenticity.