Supervisor, IT Support

About the Company

Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. Join an amazing team of telecommunication professionals at this dynamic, growing company.

About the Role

The Supervisor, IT Support leads and supports the daily operations of the organization’s technology environment, ensuring systems, networks, and applications run securely, efficiently, and reliably. This role combines hands-on technical expertise with strong leadership, guiding a team of IT professionals to deliver exceptional service, implement technology solutions, and maintain compliance with security and governance standards. On-call duty is required.

This is a full-time, benefit-eligible position located in Cleveland, OH or Kansas City, MO.

Responsibilities

• Supervise and manage the IT Support department, including hiring, training, and evaluating IT staff.
• Develop and implement IT Support policies and best practice guidelines.
• Monitor tickets and ticket progress within the IT Service Desk system.
• Provide guidance to team members regarding ticket handling and escalation policies.
• Train and provide guidance to team members on technical issues.
• Monitor team performance and report on Service Desk related KPIs.
• Maintain and manage inventory of IT assets and equipment.
• Serve as the first level of support for maintenance and deployment of end user computer systems.
• Work closely with other technical teams and IT team members to resolve hardware and software related issues.
• Maintain deep technical knowledge of multiple technologies, including M365, Azure, AWS, VMWare, Cisco, and Juniper.

Requirements

• Associate’s degree in a related field, such as Computer Science, or relevant experience.
• 3+ years in a desktop support role working with various types of PC and application issues.
• 1+ years in an IT Support supervisory role.
• Familiarity with printer hardware.
• Understanding of VMWare.
• Comprehensive knowledge of Microsoft 365 and Azure environments.
• Group Policy knowledge and practice.
• Active Directory knowledge and practice.
• Ability to quickly write reports, user instructions, and procedure manuals.
• The ability to lift and carry up to 35 lbs.

Skills & Abilities

• Ability to mentor, coach, and support direct reports.
• Strong leadership skills and proven success managing diverse teams.
• Ability to work in a professional and collaborative manner with all levels of employees.
• Team-oriented but also able to work independently.
• Good reasoning abilities, sound judgment, and a results- and people-oriented approach.
• Strong organizational skills with attention to detail and the ability to prioritize and manage multiple tasks in a fluid, fast-paced environment.
• Solid communication (written/verbal) and interpersonal skills; ability to communicate with diverse personalities across various platforms and media (in-person and virtual).