The Supervisor IT Support Operations is responsible for managing the daily execution of IT support services and ensuring incidents are resolved within SLA while providing white-glove support to VIPs
Job Summary
The Supervisor IT Support Operations is responsible for managing the daily execution of IT support services and ensuring incidents are resolved within SLA while providing white-glove support to VIPs.
This role includes operational governance of outsourced Managed Service Providers for Tier 1 issues and direct leadership of internal Tier 2 Field/Deskside technicians.
The Supervisor acts as the primary escalation point, facilitates communication during outages, and oversees logistics such as new hire setups and equipment collection.
Matching Summary
The Supervisor IT Support Operations is responsible for managing the daily execution of IT support services and ensuring incidents are resolved within SLA while providing white-glove support to VIPs.
Skills & Requirements
Must-have
IT support service delivery management
Managed Service Provider (MSP) governance
IT Service Management (ITSM) tools proficiency
Tier 2 field and deskside technician leadership
Incident escalation and resolution
Operational logistics coordination
Nice-to-have
Manufacturing environment IT support experience
Remote support tools utilization
Knowledge-Centered Service (KCS) methodologies
Ticket data trend analysis
Conflict resolution skills
Key Requirements
Associate’s degree or equivalent experience in IT
5+ years IT support or service desk experience
1+ years supervisory or team lead experience
ITIL 4 Foundation Certification (preferred)
Bachelor’s degree in Computer Science or IT (preferred)