Supervisor, IT Service Delivery & Customer Experience

High Liner Foods•Portsmouth, NH

3d•Hybrid

About The Position

Reporting to the Manager, IT Services & Customer Experience, the Supervisor, IT Services & Customer Experience is responsible for the day-to-day leadership and execution of IT support operations across all High Liner Foods sites. This role serves as the primary people leader for the IT Services & Support Specialists and Coordinator, providing direct coaching, scheduling, and operational direction to ensure service delivery is consistent, timely, and aligned with defined standards. The Supervisor acts as the operational escalation point, during and after business hours, for incidents and service requests, owns end-user asset lifecycle execution, and drives standardization and continuous improvement in support processes across all locations.

Requirements

Undergraduate degree or college diploma in Information Technology or a related field.
3+ years of leadership/supervisory experience combined with hands-on IT support experience, preferably within a CPG environment.
Strong experience supporting and troubleshooting Microsoft 365 applications, including Outlook, SharePoint, OneDrive, and Teams.
Solid technical knowledge of infrastructure, data centers, servers, networking, and Windows Server technologies including Active Directory, DNS, DHCP, and Group Policies.
Proven ability to manage multiple incidents, requests, and priorities effectively within a fast-paced, dynamic environment.
Experience with vendor management, audits, risk assessments, IT gap analysis, and the development of operational documentation, policies, and procedures.
Strong analytical, troubleshooting, and workflow improvement skills, with the ability to communicate technical concepts clearly to non-technical stakeholders.
Self-motivated and adaptable team player with exceptional attention to detail.
Demonstrated passion for putting customers and consumers at the heart of their work
Strong ‘all hands on deck’ mentality, knowing that as a team we can strive and win as a team

Nice To Haves

ERP support experience, including Oracle JDE, is considered an asset.

Responsibilities

Lead and oversee day-to-day IT support operations across multiple sites, including team leadership, workload management, coaching, scheduling, and operational escalations.
Manage end-to-end IT service delivery, including incident, request, and ticket management, ensuring SLA compliance, service quality, root cause analysis, and minimal business disruption.
Administer and maintain Microsoft 365 environments, including Active Directory, Exchange Online, SharePoint, Teams, and OneDrive, while supporting cybersecurity and business continuity initiatives.
Oversee IT asset lifecycle management, device provisioning, licensing, onboarding/offboarding coordination, and standardization of operational procedures to improve efficiency and user experience.
Coordinate releases, deployments, vendors, managed service providers, after-hours support, and operational readiness activities, ensuring effective escalation management and support continuity.
Drive continuous improvement, automation, AI adoption, documentation management, and customer satisfaction initiatives to enhance operational performance and service delivery.