IT Support Center Supervisor

Overview

US Conec is seeking an experienced Service Desk Supervisor to lead daily IT support operations and ensure a high level of service across our organization. This role oversees service desk technicians, manages ticket queues and escalations, and drives continuous improvement in IT support processes. The ideal candidate combines strong technical troubleshooting skills with hands-on leadership experience and a commitment to delivering excellent customer service.

Responsibilities

• Supervise, coach, and develop service desk technicians, including scheduling, workload assignments, performance feedback, and training.

• Monitor ticket queues, prioritize requests, manage backlogs, and ensure timely resolution of IT incidents and service requests.

• Serve as the primary escalation point for complex or urgent technical issues, coordinating troubleshooting and resolution across IT teams.

• Ensure accurate ticket documentation, prioritization, communication, and compliance with IT service-management processes.

• Provide technical guidance for Windows, Microsoft 365, Active Directory, workstations, mobile devices, remote access, and business applications.

• Coordinate IT onboarding, employee transitions, and offboarding, including equipment provisioning and account access.

• Oversee end-user technology asset tracking, deployment, maintenance, replacement, and inventory accuracy.

• Develop and maintain support documentation, knowledge articles, standard operating procedures, and user training resources.

• Monitor service desk performance metrics, including response times, resolution rates, ticket quality, and customer satisfaction.

• Identify recurring issues, recommend process improvements, and report service desk performance to IT leadership.

Must Haves

• Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or related field; equivalent experience considered.

• 5+ years of experience in service desk, desktop support, end-user computing, or IT technical support.

• 2+ years of supervisory or team lead experience, including scheduling, coaching, ticket management, and escalations.

• Strong knowledge of IT service-management (ITSM) tools, ticketing systems, incident management, and service-level monitoring.

• Experience supporting Microsoft 365, Windows, Active Directory or Entra ID, endpoint technologies, and remote-support tools.

• Working knowledge of networking fundamentals, endpoint security, hardware, software, and common business applications.

• Experience supporting multiple locations, remote users, and coordinating technical issues across IT teams.

• Strong organizational, troubleshooting, problem-solving, customer-service, and communication skills.

Nice to Haves

• Experience supporting IT operations in a manufacturing environment with multiple locations and varying work schedules.

• Experience with Microsoft Intune, Configuration Manager (SCCM), and endpoint lifecycle management.

• Familiarity with ITIL practices, knowledge-management platforms, and telephony or contact-center tools.

• Experience developing service desk performance metrics, process improvements, and support documentation.

• ITIL, HDI, CompTIA, Microsoft, or other relevant IT service-management certifications.

What We Offer

• Competitive base salary with performance-based bonus potential

• 4 weeks of PTO

• Health, dental, and vision plans

• 401(k) retirement savings plan with employer match and planning resources

• Collaborative, team-based culture that fuels innovation

• Paid time off, holidays, and employee recognition programs celebrating your achievements

• Community engagement and STEM outreach opportunities to give back locally