IT Support Supervisor

IronOrbit

Anaheim, California, United States

Anaheim, California, United States

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Overview Supervises the day‑to‑day operations of the IT Services Support Team. Identifies, researches, and resolves complex technical problems by coaching Level I/II teams and escalating incidents to the Engineering team. Creates and maintains support documentation and adheres to department processes and procedures (SOPs). Documents, tracks, and monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met. Assists the Manager with Level I/II onboarding and skills development as needed. The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.
Department:
Managed Services Location:
IronOrbit - Remote Compensation:
$80,000 - $90,000 / year
This position will work a standard schedule of
Monday – Friday from 11:00 AM – 8:00 PM EST , with some exceptions to this schedule on an as‑needed basis.
Key Responsibilities Employee Supervision
Assist Managers with setting task assignments and priorities for Level I/II
Actively rotate between team/queues – coaching/escalating for Level I/II
Lead the team by example – model behaviors and work practices
Assist with onboarding new hires and cross‑training Level I/II
Assist Managers with maintaining staff scheduling
Success is measured against team performance % of ticket escalations
CRM Management
Actively manage issue escalations during shift
Provide daily shift change status reports to Manager
Review all open tickets with Manager in CRM during shift and assist with resource assignments when necessary
Route unassigned tickets and act as liaison between receptionists and technician pool
Success is measured against team performance % of ticket reopens
Customer Management
Meet customer SLA’s
Follow‑up if necessary or to build relationship
Issue survey and drive response rate
Review relationship and provide sale lead opportunities when possible
Success is measured against team performance % SLA compliance
Skills, Knowledge & Expertise Education:
Preferred – Associate’s degree in Information Technology or a related field
Mandatory – High School diploma or equivalent
Minimum Experience:
7+ years of experience in IT working as a lead/senior IT support role or engineer
Certifications:
Minimum (2): A+, Network+, Server+, Security+, etc…
Minimum (1): MCSE, CCENT/CCT, VCP6
Expertise:
Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring
Technical skills must exceed that of Level I and Level II support staff
Experience and ability to present examples of leading teams and empowering team members to achieve professional growth
Highly self‑motivated and directed
Keen attention to detail
Proven analytical and problem‑solving abilities
Ability to effectively prioritize and execute tasks in a high pressure environment
Exceptional customer service orientation
Strong oral and written communication skills
Working Conditions Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. The job requires occasional after‑hour and weekend escalation management and support. Client onsite work could be required on a project or emergency basis.
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Anaheim, California, United States

Sprachkenntnisse

English

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