Support Services Supervisor

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The IT support supervisor oversees the day-to-day operations of the in-house Support Analysts and performs related duties as assigned. This role will serve as the team lead, coordinating workload and provide “hands-on” support for end users. In addition, the IT Support Supervisor will oversee the building and deployment of IT devices, troubleshooting of devices and other end user issues, and will assist in administering Active Directory.


  • Job Requirements


    • Supervises a team of support analysts
    • Serves as the first level of escalation for Level 2 / Level 3 operational support
    • Ensures that support and operational issues are resolved in a timely manner including coordinating the escalation of more complex calls to the relevant subject matter expert.
    • Manages employee onboard / off-board process
    • Responsible for review and improvement of end user training
    • Responsible for review and updating of user documentation
    • Responsible for identifying and providing training opportunities to team members
    • Ensures team members compliance to company standards, security policies, work environment and service hours
    • Recommends changes to products or services to improve operations
    • Involved in interviewing, hiring, and conducting performance reviews of Support Analysts
    • Implements Active Directory Group Policy Settings to manage workstations
    • Ensures that physical inventory levels are maintained and replenished as needed
    • Participates in team effort by communicating and working with vendors and suppliers on hardware and software issues.
    • Maintains technical knowledge by participating in training sessions as needed, attending educational workshops and reviewing publications.


    • Excellent Customer Service experience.
    • Excellent understanding of Help Desk environment including operations, processes, etc.
    • Minimum of 5 years of IT experience, 6+ year’s of experience preferred
    • 2+ years of supervisory experience
    • Strong knowledge in Windows 8.1, Windows Server 2012 R2, and Microsoft Office
    • Strong knowledge of PC hardware set-up and configuration.
    • Strong understanding of iPhones, and Android phones
    • B.S. in Computer Science, Computer Engineering or other Technical degree
    • Knowledge in DHCP, SMTP, TCP/IP and DNS
    • Active Directory management of users, computers, and groups




  • Job Type:
    Full Time
  • Job CIty
    New York
  • Job State:
  • Job Zip Code
  • Job Posting Status:
  • Bullhorn ID
  • Resumes:
    Account manager email
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