IT Support Supervisor

Foxconn Industrial Internet - FII•San Jose, CA

4d•$90,000 - $120,000•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

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.
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.