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# IT Supervisor II - End User Support

- **Company:** State of South Carolina
- **Location:** Columbia, SC, United States
- **Experience:** Expert
- **Salary:** $80,000.0 - $100,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Cyber Security, Windows Servers, Systems Development Life Cycle, Azure Active Directory, Microsoft InTune, Information Technology
- **Published:** June 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4e7b620fdf3e9695

## About the Role

Do you have experience in Windows?, Do you have a Bachelor's degree?, * A bachelor's degree in computer science or a related area and experience in computer system development and modification. Relevant experience may substitute for the bachelor's degree on a year-for-year basis.

 * Advanced knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, Active Directory, cybersecurity, networking, and ITIL service management principles, with strong troubleshooting and technical support expertise.
 * Ability to supervise and mentor Help Desk staff, manage service desk operations and SLAs, resolve complex technical issues, analyze performance metrics, communicate effectively with stakeholders, and lead continuous service improvement initiatives in a Microsoft enterprise environment.
 * This position supports 24/7 end user support services and may require on-call availability.

## Description

Responsible for overseeing the help desk team ensuring timely and accurate customer service, and resolving the technical issues effectively.

Specific Duties

 * Supervise help desk and desktop support technicians to ensure prompt and effective support. Assign tasks and monitors workload to ensure balanced distribution and optimal productivity. Report unbalanced workloads to management. Conduct training sessions for new support staff and ongoing development for current team members.
 * Act as a Subject Matter Expert (SME) for the resolution of technical issues related to the installation, deployment, and upgrade of software and hardware across the Division. Serve as an escalation point for complex or unresolved technical issues requiring advanced expertise. Oversee 24x7 operational support and service availability, ensuring continuous monitoring, incident response, and coordination of after-hours support activities. Ensure timely and accurate communication with end users and management regarding the status of requests, system issues, and planned or unplanned IT service changes or outages.
 * Ensure compliance with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for IT support services. Analyze ticket trends to improve support efficiency and reduce recurring issues.
 * Ensure all support requests are addressed with professionalism, courtesy, and efficiency, enhancing the overall end-user experience. Suggest and implement proactive measures to minimize downtime and improve user productivity. Identify opportunities for process improvement and contribute to the development of IT support policies & procedures.


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