IT Support Supervisor
Posted Updated
Summary
Leads day-to-day end-user IT support at PCI Federal Services, supervising support staff while staying hands-on with Windows 11, Microsoft 365 (Teams, Entra ID, Intune), PowerShell, and ITSM ticketing. Owns the ticket queue, escalations, service metrics, onboarding/offboarding, and process automation.
Position Summary
PCI Federal Services is seeking an IT Support Supervisor to lead day-to-day end-user technology support while remaining a hands-on technical resource. This position supervises IT support personnel, manages workload and escalations, monitors service performance, develops team capabilities, and drives continuous improvement of the employee technology experience.
The ideal candidate combines strong technical knowledge with practical leadership skills and can effectively balance people, priorities, service quality, and complex technical issues.
Key Responsibilities
- Supervise IT support personnel, including work assignments, coverage, coaching, development, and performance feedback.
- Own day-to-day performance of the IT support function, including ticket backlog, service levels, escalations, documentation quality, and user communication.
- Manage the support queue and ensure incidents and requests are appropriately prioritized, assigned, and resolved.
- Serve as the escalation point for complex technical issues and employee concerns.
- Provide advanced support for Windows 11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Entra ID, Intune, endpoints, authentication, and connectivity.
- Monitor ticket trends and support metrics and recommend improvements to processes, tools, training, and service delivery.
- Maintain and improve support procedures, escalation practices, knowledge articles, and service standards.
- Oversee support activities related to employee onboarding, offboarding, equipment deployment, and IT asset lifecycle management.
- Identify opportunities to improve and automate support processes using Microsoft technologies, PowerShell, ITSM workflows, and other approved tools.
- Support Microsoft 365 and Copilot adoption by identifying recurring support and training needs.
- Coordinate end-user technology deployments and lead smaller IT projects.
- Work with infrastructure, cybersecurity, application, and vendor resources to resolve issues outside the support team's scope.
- Ensure support activities follow company security, access-control, and data-handling requirements.
- Assign and balance daily ticket workload.
- Ensure adequate phone, remote-support and onsite coverage.
- Monitor aging tickets, unassigned tickets and breached service targets.
- Conduct regular team meetings and one-on-one coaching.
- Coordinate schedules, coverage and after-hours support.
- Review ticket documentation and customer communication.
- Identify training and development needs.
- The supervisor owns operational reporting for:
- Ticket backlog and aging
- First response and resolution performance
- Tickets Reopened
- Repeat incidents
- Escalation volume and quality
- Customer communication
- Knowledge article creation and use
- Onboarding and offboarding completion
- Equipment deployment and recovery
- Security-procedure adherence
- Training needs
- Recurring problem categories
Qualifications
- 5+ years of progressively responsible IT support, service desk, desktop support, or related experience.
- Experience supervising, leading, coaching, or coordinating technical support personnel.
- Strong knowledge of Windows, Microsoft 365, endpoint management, identity/access, and modern workplace technologies.
- Demonstrated ability to resolve complex technical issues and serve as an escalation resource.
- Experience with IT service management systems and support processes.
- Strong leadership, customer service, organizational, communication, and problem-solving skills.
- Ability to balance people’s leadership with hands-on technical responsibilities.
Preferred
- Experience with Microsoft Entra ID, Intune, and Microsoft 365 administration/support.
- Experience with SysAid, ServiceNow, or another ITSM platform.
- Experience with PowerShell, automation, or workflow improvement.
- Experience using service metrics and trends to improve support operations.
- ITIL, Microsoft, CompTIA, or comparable certification.
- Experience supporting geographically distributed and remote employees.
- Experience in a government contracting, regulated, or security-conscious environment.
Education
Associate or bachelor’s degree in information technology, Computer Science, Information Systems, or a related field preferred. Relevant professional experience, military technical training, certifications, or an equivalent combination of education and experience may be considered.
Work Requirements
This position may be based in Huntsville, Atmore, the Washington, DC metropolitan area, or remote. Periodic travel to PCI Federal locations may be required.