Onsite IT Supervisor

Location

Onsite presence required at our facility in Irving, TX.

Responsibilities

• Perform analytical, technical, and administrative work in planning, designing, maintaining, and installing new and existing personal computer systems.
• Provide Level 2 triage and onsite support for telecom, systems, and networking issues.
• Work on moderately to highly complex applications.
• Confer with end users to determine hardware and software requirements and select appropriate software from the software stack.
• Install new hardware and maintain existing hardware.
• Support work‑from‑home agents and assist junior team members in supporting WFH users.
• Provide IT support to executive staff.

Supervisory Responsibilities

• Supervise IT staff to ensure they are equipped and knowledgeable in processing tickets and executing escalation procedures.
• Orient, communicate, and train all staff on duties and responsibilities.
• Conduct periodic simulations to ensure team response to major issues.
• Disseminate work instructions and provide support on high‑level IT concerns.
• Submit reports to the IT Manager.
• Monitor ticketing system, provide proactive updates, and ensure adherence to IT escalation procedures.
• Review open tickets at the start of each shift and give clear instructions to the team.
• Ensure tickets are processed promptly and efficiently.
• Monitor daily attendance, overtime, and leave; submit bi‑monthly reports to HR and IT Managers.
• Balance team schedules to maximize client support and enforce sanctions or suspensions when necessary.
• Validate leave requests to maintain team productivity and approve initial overtime and leave requests.
• Conduct monthly employee evaluations, rating performance, quality of work, attitude, productivity, and attendance.
• Provide constructive feedback and improvement ideas to subordinates.
• Submit evaluation ratings to the Sr. IT Manager for re‑evaluation.
• Conduct preliminary interviews for hiring, endorse qualified candidates to the IT Manager for final interview.

Qualifications

• College graduate in an IT‑related field or equivalent.
• 2 to 4 years of prior IT supervisory work experience.