Supervisor, Hardware Support

RQI Partners is a mission-driven partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care. We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.

About the role

This role oversees escalated hardware support and Level 2 (L2) Intune application support cases, ensuring issues are prioritized, documented, and resolved within established service level agreements (SLAs). The position leads specialists who manage complex cases, oversees hardware return activities, and partners with the Field Services Manager and the Distribution Center to escalate unresolved issues, communicate fulfillment impacts, and ensure consistent case management and customer experience.

Responsibilities

• Lead daily activities of the Hardware support team to deliver excellent service to RQIP customers.
• Serve as the primary escalation point for complex and high-impact hardware support cases that cannot be resolved through standard workflows.
• Provide supervisory ownership for Level 2 (L2) Intune application support cases, including escalations related to device enrollment, configuration, compliance, and application deployment.
• Partner with other Technical Support Supervisors to align escalation handling, case routing, and SLA performance across teams.
• Support and guide specialists managing complex hardware and L2 Intune cases, providing direction on troubleshooting approach and customer communication.
• Escalate cases that cannot be resolved through remote troubleshooting to the Field Services Manager for determination of field service need.
• Oversee hardware return activities, ensuring timely customer follow-up and proper completion of return processes.
• Track and communicate updates related to hardware availability, shipping delays, back-ordered items, or distribution center backlogs that may impact case resolution.
• Identify recurring issues or trends across escalated cases, Intune support, hardware replacements, or fulfillment constraints, and escalate insights to leadership as needed.

Requirements

• Bachelor’s degree in a technical or related field, or equivalent combination of education and experience.
• Minimum of 3 years of experience in technical customer support, with a strong emphasis on hardware support and troubleshooting.
• Experience managing escalations, complex cases, and time-sensitive customer issues.
• Proficiency in Salesforce for case management, documentation, and reporting.
• Strong understanding of PC hardware, peripherals, browsers, and device environments.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
• Strong organizational, prioritization, and cross-functional collaboration skills.

Preferred Qualifications

• Working knowledge of endpoint management tools and practices, like Microsoft Intune.
• Prior supervisory or team leadership experience.

Pay

The estimated annual base salary for this position is $70,000 to $80,000. The salary offered depends on a variety of factors, including qualifications, education, professional certifications, and years of relevant experience.

Benefits

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance
• Paid Family Leave