Supervisor, Systems Support

About the role

The Supervisor, Systems Support role at Adaptive is responsible for leading the delivery of end-user technology support services across the organization. This role provides day-to-day leadership of the Systems Support team, ensuring high-quality service delivery, operational excellence, and alignment with business objectives.

Responsibilities

• Provide direct supervision, coaching, development, and performance management for IT Support team members.
• Establish individual and team goals aligned with departmental and organizational objectives.
• Foster a culture of accountability, collaboration, continuous learning, and customer service excellence.
• Support workforce planning, onboarding, scheduling, and resource allocation activities.
• Oversee daily service desk and end-user support operations, ensuring timely resolution of incidents and requests.
• Manage ticket queue health, backlog reduction efforts, escalations, and workload balancing.
• Serve as a primary escalation point for complex technical and customer-impacting issues.
• Cook up major incident response activities and stakeholder communications.
• Maintain service performance against established service level objectives and key performance indicators.
• Analyze operational data and service metrics to identify trends, risks, and improvement opportunities.
• Develop and maintain operational dashboards, reports, and performance reviews.
• Drive continual service improvement initiatives to enhance efficiency, quality, and customer satisfaction.
• Identify and implement process improvements, automation opportunities, and operational best practices.
• Partner with business leaders, Corporate IT teams, Security, Infrastructure, and Enterprise Applications teams to ensure effective support services.
• Communicate service performance, risks, issues, and improvement initiatives to leadership and key stakeholders.
• Support organizational initiatives and technology deployments through effective planning and execution.
• Ensure adherence to company policies, security standards, regulatory requirements, and information handling procedures.
• Promote security awareness and best practices within the support organization.
• Support audit, compliance, and asset management activities as required.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent work experience.
• 7+ years of progressive IT support experience, including leadership or supervisory responsibilities.
• Demonstrated experience leading service desk, desktop support, or end-user support teams.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Proven ability to communicate technical concepts to technical and non-technical audiences.
• Experience using service management frameworks and best practices (ITIL preferred).
• Strong customer service and stakeholder management skills.

Preferred Skills & Experience

• ServiceNow or comparable IT Service Management (ITSM) platform.
• Microsoft 365 administration and support.
• Microsoft Azure and cloud-based services.
• Windows 11 and macOS support.
• Identity and access management technologies, including Active Directory and Entra ID.
• Endpoint management platforms such as Microsoft Intune and Jamf.
• Collaboration technologies including Microsoft Teams and related productivity platforms.
• Basic understanding of networking, endpoint security, and enterprise infrastructure services.

Compensation

Salary Range: $90,000 - $135,000 Possible “other Compensation” Elements To Include equity grant, bonus eligible.