Supervises the day-to-day operations of the IT Services Support Team.
Identifies, researches, & resolves complex technical problems by coaching Level I/II teams and escalating incidents to Engineering team.
Creates and maintains support documentation & adheres to department processes & procedures (SOP’s).
Documents, tracks, & monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met.
Assists Manager with Level I/II onboarding and skills development as needed.
The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.

Preferred
Associate’s degree in Information Technology or a related field.
Mandatory
High School diploma or equivalent.
7+ years of experience in IT working as a lead/senior IT support role or engineer.
Minimum (2) certifications: A+, Network+, Server+, Security+, etc…
Minimum (1) certification: MCSE, CCENT/CCT, VCP6.
Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring.

Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected.
Job requires occasional after hour and weekend escalation management and support.
Client onsite work could be required on a project or emergency basis.

IT Support Supervisor

Key skills