We are looking for an IT Support Supervisor. This is a full-time permanent hire position in Greenville, North Carolina with our client. This is an on-site to lead corporate support department. In this role as an IT Support Supervisor, you will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals.
Responsibilities for an IT Support Supervisor:
- Managing the customer support department’s day-to-day functions.
- Implementing customer support processes to enhance customer satisfaction and speed resolution
- Manage customer support policies and promote their implementation
- Assessing support statistics and preparing detailed reports on the findings to business and IT leadership
- Provide Overflow support to phone calls, ticket submissions, and deskside support in order of priority
- Responding to escalated corporate support issues
- Provide rapid and customer focused support as required
- Work with hardware vendors to acquire, image, deploy, and ship pc's to corporate support locations
- Serve as the highest technical escalation point for IT Infrastructure technology and assist IT Technical services help desk
- Coordinate implementation of system changes, upgrades, and modifications according to business needs to include proper change management
- Self-directed and motivated to ensure quality customer support and proactive maintenance of the Corporate IT environment
- Providing guidance and support to corporate support analysts on projects and best practices
Required skills as an IT Support Supervisor:
- 3+ years of experience working as an IT Support Supervisor or similar role
- 7+ years of experience with technical support and problem solving
- Bachelor's degree preferred, preferably in an IT or Systems Administration discipline
- Proven ability to work autonomously, identifying problems, and solving independently
- Ability to work after hours and on weekends
- Previous experience within retail, technical services, telecom, or similar technology preferred
- Occasional travel to Raleigh, NC is required with this position
