IT Support Team Supervisor

• Coach and develop the IT Support Team, ensuring skills, coverage, and capacity are at a level to meet organizational expectations, business needs, and Service Level Agreements.
• Serve as the primary escalation point for complex or unresolved technical issues, providing guidance and resolution support to team members.
• Foster a culture of ownership, continuous improvement, and exceptional customer service within the team.
• Identify growth opportunities for team members and delegate responsibilities to support their development.
• Evaluate and analyze team processes and work with the team to identify process improvements and efficiency gains.
• Drive and support increased usage of AI to improve team productivity and efficiency.
• Actively identify opportunities to expand the team’s capabilities by partnering with third-level and specialist teams - enabling the IT Support Team to resolve a broader range of issues without escalation, while creating meaningful training and skill development opportunities for team members in the process.
• Ensure onboarding support services are delivered consistently and effectively by the team, maintaining quality and coverage without personally owning execution.
• Contribute to management meetings, representing the team and surfacing operational needs or risks.
• Plan for continual service improvement and collaborate with the team to enhance the support experience.

Service Quality & Performance Accountability

• Balance Team Workload across multiple channels (Chat, Walk-up Support, Ticket Intake, etc) by coordinating with supervisors at other sites.
• Own and report on team performance metrics, including SLA compliance, response and resolution times, ticket volume trends, and customer satisfaction scores.
• Monitor open and closed ticket queues to ensure timely resolution and identify patterns requiring process or staffing adjustments.
• Track and drive adherence to Key Performance Indicators (KPIs) aligned with IT service management standards.
• Major incident management accountability - ensuring timely escalation, stakeholder communication, and coordination across teams. Responsible for the process and outcome, not necessarily for executing every task within it.
• Understand and assist in compliance with software license requirements.
• Evaluate vendor services and manage equipment purchasing processes to meet team and organizational needs.

Collaboration & Communication

• Collaborate with Support Supervisors across other locations to share trend data, align on process improvements, and ensure consistency in how support is delivered globally.
• Serve as the IT Support point of contact for ISO 27001 and SOX audit activities, partnering with Internal Audit, Information Security, and Compliance stakeholders to interpret control requirements, gather and validate evidence, and respond to audit requests within committed timelines.
• Collaborate with Information Security, Network, and Cloud teams to ensure consistent and compliant IT service delivery.
• Communicate clearly with end-users and stakeholders regarding support status, expectations, and resolutions.
• Adhere to and help enforce End User Computing policies, group policies, standards, and procedures.
• Research emerging tools and technologies and provide recommendations to improve the end-user experience.

Hands-On Technical Engagement

While the primary focus of this role is leadership and service quality, the Support Team Supervisor is expected to maintain technical proficiency and engage directly in support delivery as needed:

• Respond to and resolve escalated end-user support requests across hardware, software, and network domains.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, peripherals, and conference room technology.
• Support endpoint imaging, hardware setup and configuration, and asset inventory management.
• Assist with IT infrastructure projects as needed, including office moves, technology rollouts, and enterprise-wide deployments.
• Provide after-hours support when required by business demand or critical incidents.

• Experience & Education: Bachelor’s degree (or equivalent experience); 5+ years in IT support/EUC and 2+ years in a supervisory or lead role.
• Technical Stack: Active Directory, Microsoft Entra ID, Intune, Jamf, ServiceNow, Windows 11, macOS, Slack, Zoom, Gemini, Claude, and Claude Code.
• Certifications: ITIL v4, CompTIA preferred.
• Work Schedule: On-site daily in Normal, IL, with flexibility based on business priorities and occasional after-hours support for critical incidents.