IT Support Supervisor

Summary :

The IT Support Supervisor will be responsible for the supervision, development, and performance of the IT Help Desk and end-user support team, ensuring high-quality, timely technical assistance across the organization. This role provides leadership, technical guidance, and process improvement to enhance user satisfaction, optimize support efficiency, and uphold IT service standards.

Job Duties & Responsibilities : Team Leadership & Operations.

Supervise and mentor support technicians, providing coaching, performance feedback, and development opportunities

Manage daily help desk operations, ensuring adherence to SLAs and escalation procedures

Coordinate scheduling, workload distribution, and resource allocation to ensure optimal coverage

Foster a customer-focused culture that emphasizes empathy, communication, and continuous improvement

Serve as an escalation point for operations issues, including after-hours support

Technical Oversight

Serve as a senior escalation point for complex hardware, software, and network issues

Oversee support of endpoints, operating systems and applications.

Collaborate with cloud engineers and network engineers on troubleshooting, patching and infrastructure initiatives

Ensure compliance and adherence to IT policies and procedures

Utilize the ITSM to assist with asset management tracking and acceptable hardware lifecycle replacement

Process & Performance Management

Develop & maintain IT support documentation, SOPs, and knowledge base articles

Track and analyze service metrics; generate reports to identify trends, track KPIs and recommend improvements

Participate in IT change management, asset management and lifecycle planning activities

Contribute to onboarding and training of new employees

Customer Service & Communication

Act as a liaison between IT and business units to understand user needs and communicate IT standards and initiatives

Promote consistent communication and service transparency across departments

Manage customer satisfaction surveys and follow up on feedback to improve service delivery

Additional Job Description :

Education / Training Requirements :

Associate's degree and 4+ years' experience in IT Support environments required

Experience with maintaining ITSM tools required(e.g. ServiceNow, ManageEngine, Jira).

ITIL Foundation certification preferred

Experience in endpoint management systems preferred (e.g. Intune, SCCM, Jamf)

Familiarity with network fundamentals and cybersecurity best practices preferred

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including :

• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life / disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)