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Title
Text copied to clipboard!IT Support Supervisor
Description
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We are looking for an IT Support Supervisor to lead and manage our IT support team, ensuring the delivery of high-quality technical assistance to end-users and maintaining the smooth operation of our organization's IT systems. The IT Support Supervisor will oversee daily support operations, coordinate team activities, and serve as an escalation point for complex technical issues. This role requires strong leadership, technical expertise, and excellent communication skills to foster a collaborative environment and drive continuous improvement in IT support processes. The ideal candidate will be responsible for monitoring service desk performance, implementing best practices, and ensuring compliance with company policies and industry standards. Additionally, the IT Support Supervisor will collaborate with other IT departments to support projects, manage resources, and contribute to the development of IT strategies. Key responsibilities include supervising support staff, conducting performance evaluations, providing training and mentorship, and maintaining documentation of support procedures. The successful candidate will possess a deep understanding of IT infrastructure, troubleshooting methodologies, and customer service principles. Experience with ticketing systems, remote support tools, and ITIL frameworks is highly desirable. The IT Support Supervisor will play a critical role in enhancing user satisfaction, optimizing support workflows, and supporting the organization's technology goals.
Responsibilities
Text copied to clipboard!- Supervise and coordinate the daily activities of the IT support team
- Serve as an escalation point for complex technical issues
- Monitor and report on service desk performance metrics
- Develop and implement IT support policies and procedures
- Provide training, coaching, and mentorship to support staff
- Ensure timely resolution of user requests and incidents
- Maintain accurate documentation of support processes
- Collaborate with other IT teams on projects and initiatives
- Conduct regular performance evaluations for team members
- Manage resource allocation and scheduling for support coverage
- Identify opportunities for process improvement
- Ensure compliance with company policies and industry standards
Requirements
Text copied to clipboard!- Bachelor’s degree in Information Technology or related field
- Proven experience in IT support or help desk roles
- Previous supervisory or team lead experience
- Strong technical troubleshooting and problem-solving skills
- Excellent communication and interpersonal abilities
- Familiarity with ITIL or similar frameworks
- Experience with ticketing and remote support systems
- Ability to manage multiple tasks and priorities
- Strong organizational and documentation skills
- Customer-focused mindset
- Ability to work under pressure and meet deadlines
- Certifications such as CompTIA A+, Microsoft, or similar are a plus
Potential interview questions
Text copied to clipboard!- What experience do you have supervising IT support teams?
- How do you handle escalated technical issues?
- Describe your approach to training and mentoring staff.
- What ticketing systems have you used in previous roles?
- How do you prioritize and delegate support requests?
- Can you provide an example of a process improvement you implemented?
- How do you ensure high levels of customer satisfaction?
- What strategies do you use to manage team performance?
- Describe your experience with ITIL or similar frameworks.
- How do you stay updated with the latest IT support trends?
