IT Support Supervisor
Location: San Jose/ Sunnyvale
Position Summary
The IT Support Supervisor is responsible for leading and overseeing the day-to-day operations of the IT support function. This position supervises IT support staff, coordinates technical support activities, ensures timely resolution of user issues, creates and maintains SOPs and helps maintain reliable, secure, and efficient technology services across the organization.
The ideal candidate combines strong technical knowledge with leadership, customer service, communication, and problem-solving skills. The IT Support Supervisor will serve as an escalation point for complex technical issues while helping establish consistent support processes, service standards, documentation, and team performance expectations.
This job requires the candidate to be on-site daily.
Essential Duties and Responsibilities
- Supervise, coach, and support IT help desk and technical support personnel.
- Assign, prioritize, and monitor service requests and incidents to ensure timely resolution.
- Serve as an escalation point for complex hardware, software, network, account, and systems issues.
- Demonstrate ability to exercise discretion and independent judgment in evaluating IT support issues, prioritizing competing needs, making sound operational decisions, and determining appropriate solutions without requiring routine direction or approval.
- Monitor help desk performance, service levels, ticket queues, and response/resolution times.
- Establish and maintain IT support procedures, standards, workflows, and documentation.
- Troubleshoot and resolve technical problems involving computers, mobile devices, printers, applications, user accounts, and network connectivity.
- Coordinate employee onboarding and offboarding, including account provisioning, equipment deployment, access changes, and asset recovery.
- Manage IT hardware and software inventories and assist with technology purchasing and lifecycle management.
- Work with vendors and third-party service providers to resolve technical and service issues.
- Assist with administration and maintenance of Microsoft 365, Active Directory/Entra ID, endpoint management, collaboration tools, and other business applications as applicable.
- Help implement and enforce IT security policies, access controls, endpoint security, backup practices, and cybersecurity procedures.
- Identify recurring technical issues and recommend improvements to systems, processes, and user support.
- Develop and maintain knowledge-base articles and technical documentation.
- Coordinate or assist with IT projects, system upgrades, deployments, migrations, and technology rollouts.
- Prepare reports and metrics regarding support activity, ticket volume, service levels, and team performance.
- Provide training and technical guidance to IT staff and end users.
- Maintain confidentiality and protect company information and systems.
- Perform other IT-related duties as assigned.
Required Qualifications
- Associate Degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
- 3–5 years of progressive IT support or help desk experience, including experience in a lead or supervisory capacity.
- Strong knowledge of Windows operating systems, Microsoft 365, desktop hardware, networking, user accounts, and common business applications.
- Experience using an IT service management/help desk ticketing system.
- Demonstrated ability to troubleshoot technical issues and resolve escalated incidents.
- Requires the regular exercise of discretion and independent judgment in matters of significance, including assessing and resolving complex IT support issues, determining appropriate priorities and courses of action, evaluating operational risks, and making decisions that affect service delivery, staff, systems, and organizational operations.
- Strong understanding of IT security, access management, endpoint protection, and data-protection practices.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Ability to prioritize competing requests and work effectively in a fast-paced manufacturing environment.
- Demonstrated ability to lead, coach, and develop technical support staff.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related discipline.
- Experience supervising an IT help desk or technical support team.
- Experience with Microsoft Entra ID/Azure AD, Active Directory, Intune, Microsoft 365 administration, or similar technologies.
- ITIL, CompTIA, Microsoft, or other relevant professional certification.
- Experience supporting multi-site or distributed organizations.
- Experience with cybersecurity, compliance, asset management, and IT documentation.
- Experience participating in IT infrastructure or cloud technology projects.
Key Competencies
- Leadership and team development
- Customer service orientation
- Technical troubleshooting
- Incident and problem management
- Communication and interpersonal skills
- Analytical and critical thinking
- Organization and prioritization
- Vendor management
- Cybersecurity awareness
- Process improvement
- Accountability and sound judgment
- Physical and Work Requirements
- Ability to work at a computer for extended periods.
- Ability to communicate effectively in person, by phone, and through electronic communication.
- Ability to occasionally lift, carry, or move IT equipment weighing approximately 30–50 pounds, as required by the position.
- Ability to work occasional evenings, weekends, or on-call assignments when necessary for system deployments, maintenance, or critical incidents.
- This position may require travel between company locations, depending on business needs.
California Employment Statement
The company is committed to providing equal employment opportunities to all qualified applicants and employees in accordance with applicable federal, state, and local laws. Employment decisions are made based on qualifications, business needs, and job-related criteria.
This job description describes the general nature and level of work expected for the position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. Responsibilities may be modified as business needs change.
Benefits: [Medical / Dental / Vision / 401(k) / PTO / Paid Sick Leave / Holidays / Other]