IT Client Services Supervisor

ANA•Henderson, NV

20d•$84,700 - $95,000•Onsite

About The Position

Alliance North America was established in 2017 and is proud to be the sole North American supplier of AIRMAN Power Generators, AIRMAN Air Compressors, and ANAâs patented EBOSSÂ® Hybrid Energy System and Smart load bank system. Our commitment to our customers is to Make their World Easier, by answering the phone, understanding their needs, and taking ownership to provide them solutions. With a large parts inventory and more than 90% of all orders shipping within 24 hours, you never have to worry about spare parts. We help keep your fleet in top condition with our world class Support Department, who are always ready to help and be a resource by providing training on our equipment. ANA is headquartered in Henderson, Nevada, with locations in Cypress, California, and Spartanburg, South Carolina. ANA is growing and scaling, and we are seeking an IT Client Services Supervisor to join our growing team in an onsite position in Henderson, Nevada. As an IT Client Services Supervisor, you will lead the day-to-day operations of the IT Client Services (help desk/service desk) Team. This role ensures high-quality technical support, timely issue resolution, and excellent customer service for end users. The supervisor provides hands-on technical leadership, manages staff performance, and drives continuous improvement of service delivery. This position is fully onsite, and the work schedule is weekdays from 8:00 am â 5:00 pm. This role reports to the VP of Finance and IT.

Requirements

Bachelorâs degree in Information Technology, Computer Science, or related field (or equivalent experience).
3+ years of IT support experience, including leadership or supervisory experience.
Experience with ITSM platforms, FreshService preferred
ITIL certification preferred
Windows/macOS endpoint management (Intune, AD, Entra, etc)
Networking fundamentals (VLANs, VPNs, DNS, DHCP, Wi-Fi)
Endpoint security tools (EDR, AV, DLP)
Ticketing systems ( Freshservice, etc.)
Familiarity with ticketing systems and remote support tools.
Basic understanding of networking, security, and IT infrastructure.
Strong people management and coaching skills.
Excellent communication and customer service skills.
Ability to prioritize, multitask, and work under pressure.
Analytical and problem-solving mindset.

Responsibilities

Team Leadership & Supervision: Supervise, coach, and mentor IT client services staff. Assign and prioritize support tickets to meet service level agreements (SLAs). Conduct performance reviews, training, and scheduling. Foster a customer-focused, collaborative team culture.
Service Delivery & Operations: Oversee daily help desk operations, including incident, request, and problem management.. Ensure timely resolution and escalation of technical issues. Enforce IT and cybersecurity policies (acceptable use, endpoint security, patching, MFA, remote access, etc.). Ensure devices, users, and networks comply with corporate security standards. Coordinate audits, vulnerability remediation, and compliance reporting as needed. Manage endpoint compliance tools (Intune, MDM, EDR, patching platforms). Monitor ticket queues, trends, and service metrics. Act as an escalation point for complex or high-impact issues. Manage on-prem and hybrid infrastructure (LAN/WAN, Wi-Fi, firewalls, VPN, endpoints, printers, VOIP). Coordinate with MSPs, ISPs, hardware vendors, and SaaS providers. Oversee hardware lifecycle management (procurement, imaging, deployment, asset tracking, retirement). Maintain documentation of network topology, systems inventory, and standard builds. Act as first responder for security incidents (phishing, malware, compromised accounts). Coordinate containment, remediation, and user communication with security leadership. Conduct basic forensic triage and root cause documentation. Train users on security awareness and phishing simulations.
Technical Support: Provide advanced technical support for hardware, software, network, and application issues. Support onboarding/offboarding processes and user account management. Coordinate with infrastructure, security, and application teams as needed.
Process Improvement: Develop, document, and maintain IT support procedures and knowledge base articles. Identify recurring issues and recommend preventive solutions. Support ITIL-based best practices and continuous service improvement initiatives.
Customer & Stakeholder Communication: Serve as a liaison between IT and business users. Communicate service outages, changes, and resolutions effectively. Gather user feedback and drive improvements in client satisfaction.
Performance Documentation & Support: Actively manage employee performance by maintaining ongoing documentation related to skills, performance trends, development progress, and compliance. Conduct regularly scheduled one-on-one meetings to provide coaching, feedback, and goal alignment. Utilize documented insights to support annual performance reviews, performance management processes, succession planning, and informed management decision-making, including identifying high-potential talent and workforce readiness.
Timesheet Management & Approvals: Review, verify, and approve employee timesheets, sick time, paid time off (PTO), and floating holiday requests in a timely and accurate manner, ensuring compliance with company policies, payroll schedules, and applicable labor regulations. Evaluate and manage time-off approvals with consideration for maintaining appropriate staffing levels to support operational needs and quality output. Resolve discrepancies, address timekeeping issues, and coordinate with payroll as needed to ensure accurate and timely pay processing.
Other duties as assigned