IT Support Supervisor

Transcat, Inc.•City of Rochester, NY

1d•$80,000 - $90,000•Onsite

About The Position

The IT Support Supervisor is responsible for overseeing the daily operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues, and maintaining high standards of service delivery. This position located in Rochester, NY, requires working on-site a minimum of four days per week to ensure effective collaboration and support. It includes direct supervision of IT Helpdesk staff (which may include resources in other countries) and coordination with other IT functions to align support activities with organizational goals. The IT Support Supervisor ensures compliance with security policies, promotes user training, and manages support tools and systems.

Requirements

Strong proficiency in PC hardware and software troubleshooting, including desktops, laptops, peripherals, and mobile devices.
Advanced experience with Microsoft 365 administration, including Exchange Online, Teams, OneDrive, SharePoint, and endpoint/device management via Microsoft Intune.
Working knowledge of Microsoft Azure, including user and group management, conditional access policies, and basic Azure AD configuration.
Experience with identity and access management systems, especially Okta, including user provisioning, SSO integrations, and MFA policies.
Experience with Zscaler Internet Access and Zscaler Private Access for secure remote connectivity and cloud-based web security.
Network troubleshooting skills, including familiarity with DNS, DHCP, TCP/IP, VPN, Wi-Fi connectivity, and firewall rules.
Proficient in supporting and troubleshooting Windows 11 and MacOS operating systems in enterprise environments.
Familiarity with common remote support tools (e.g., ManageEngine, Intune, Mosyle, etc.).
Ability to document technical procedures, build knowledge base articles, and train junior staff effectively.
Strong customer service mindset and ability to communicate technical concepts to non-technical users.
Exceptional interpersonal and communication skills, adaptability under pressure, and the ability to collaborate effectively across teams while maintaining a customer-focused approach
Experience with IT service management (ITSM) platforms (e.g., Freshservice, Jira Service Management, etc.).
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
Minimum of 3–5 years of experience in IT support, with at least 2 years in a Team Lead role.
Demonstrated experience leading a help desk or IT support team, including ticket queue management, prioritization, and performance monitoring.

Nice To Haves

Microsoft certifications (e.g., MS-102, AZ-104)
Okta Certified Administrator
CompTIA Network+ or equivalent networking certification
Apple Certified Support Professional (ACSP)
ITIL Foundation Certification

Responsibilities

Lead, motivate, and mentor the IT Helpdesk team to foster professional growth, collaboration, and a customer-oriented approach
Oversee daily ticket assignments, prioritization, escalation, and resolution to ensure prompt support and adherence to service level agreements (SLAs)
Track and report key metrics such as response times, resolution rates, and user satisfaction; use these insights to drive continuous improvement
Identify recurring ticket trends, conduct root cause analyses, and recommend longer-term improvements to IT systems and support practices
Establish, document, and continually improve helpdesk procedures, workflows, and escalation paths for efficiency and standardization
Solicit feedback through satisfaction surveys, monitor customer complaints, and ensure a high standard of technical assistance to all users
Coordinate the response to significant business disruptions, manage resources during major incidents, and oversee communications and systemic troubleshooting
Coordinate deployment and maintenance of hardware, software, and other IT related services
Ensure compliance with cybersecurity policies and promote user awareness and training
Collaborate with other IT teams to support business-critical systems and applications.
Participate in IT planning and contribute to strategic initiatives
After hours and ability to be on-call as required
Ability to travel to other corporate facilities as needed
Model the Company’s values to influence others to perform in an aligned manner.
Ensure training and development plans are in place and communicated to employees to drive performance improvement and career progression.
Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline.
Other duties as assigned