System Support Supervisor

Responsibilities

• Manage daily Information Technology support operations, ticket queues, workload distribution, and service delivery activities.
• Monitor service level agreements (SLAs), key performance indicators (KPIs), and service quality metrics to ensure organizational objectives are achieved.
• Coach, mentor, develop, and evaluate support personnel to promote professional growth and operational effectiveness.
• Manage escalations, critical incidents, and complex support issues to ensure timely resolution and minimal business disruption.
• Develop, implement, and improve support processes, procedures, standards, and operational workflows.
• Oversee endpoint management practices including device lifecycle management, endpoint security standards, macOS and iOS device administration, Kandji management, Intune management, and endpoint compliance processes.
• Analyze service trends, recurring issues, and operational data to improve efficiency, reduce incidents, and enhance service quality.
• Coordinate support activities with infrastructure, networking, cybersecurity, application, and business teams to support organizational objectives.
• Oversee staffing, scheduling, workload management, reporting, and operational planning activities.
• Establish and maintain knowledge management practices, documentation standards, self-service resources, and support training materials to improve operational efficiency and user experience.
• Establish and enforce preventative maintenance programs, monitoring standards, and operational best practices.
• Lead planning and recommendations related to equipment replacements, technology upgrades, budget development, and service improvements.
• Manage vendor relationships, contracts, service performance expectations, and technology support agreements.
• Drive continuous improvement initiatives focused on operational excellence, customer satisfaction, and service delivery effectiveness.
• Complete all required Information Technology and Security training as assigned.

External Relationships: Vendors, technology providers, and service partners to support procurement activities, contract management, equipment evaluations, service performance reviews, and technology initiatives. Internal leadership, business stakeholders, and external partners to coordinate service delivery, technology planning, and operational improvements. Industry organizations and technology representatives to maintain awareness of emerging technologies, best practices, and industry trends.

Requirements

Education: Associate's degree in Information Technology, Computer Science, Information Systems, Networking, Engineering, Business Administration, or a related field is required, or equivalent combinations of education, certifications, military training, and relevant experience may be considered.

Experience: Five or more years of experience in information technology support, systems administration, technical support, or a related technical field is required. Demonstrated experience leading information technology support operations, service delivery functions, technical personnel, customer support processes, and operational improvement initiatives is required.

Job Knowledge & Skills: Must possess a strong working knowledge of information technology support operations, service management principles, technical support processes, and enterprise technology environments. Knowledge of IT service management frameworks, performance management, operational planning, service level agreements, and continuous improvement methodologies is preferred. The successful candidate must demonstrate strong leadership, coaching, communication, organizational, and problem-solving skills, along with the ability to manage competing priorities, develop staff, analyze operational data, and communicate effectively with both technical and non-technical stakeholders. Ability to align support services with organizational objectives and promote a culture of