Technical Support Supervisor, Tier II

Schneider Downs•Pittsburgh, PA

2d•Hybrid

About The Position

As a trusted advisor in the professional services industry, you know what matters most to clients: Big thinking with a personal focus. You also know what matters most to your own success, including: career growth, work-life flexibility, leadership that cares about your ability to succeed, the opportunity to give and receive one-on-one coaching and mentoring, as well as learning opportunities that inspire professional development. Experience them all at Schneider Downs, where we’ve been providing accounting, tax, consulting, business advisory and wealth management services through our team of innovative thought leaders for over 65 years. Start building a career with people motivated to help you succeed—and enjoy more of what counts. As the Technical Support Supervisor, Tier II, you will oversee the IT Help Desk’s operations, ensuring both technical quality and leadership. This role blends advanced technical skills with management responsibilities for end-user support, guaranteeing dependable and consistent service firm-wide. In this role, you will be responsible for delivering timely and precise Help Desk support in line with the ITIL framework. As a supervisor, you will oversee the Help Desk team's training, development, and accountability, along with handling the daily management of IT operations. Reporting to the Technical Operations Manager, this high-impact role requires autonomy, strong discipline, and initiative. The Supervisor maintains a reliable, audit-ready support environment and is responsible for delivering measurable improvements in users' technology experience. We understand the importance of work-life balance. That's why we've embraced a hybrid work model, allowing you to enjoy the flexibility of working from home as well as in the office.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field
Minimum of three years of supervisor experience of a progressive Help Desk or IT support team in a corporate, SLA-driven environment with an ITIL-aligned framework
Demonstrated senior-level technical support experience with the ability to independently resolve complex issues, collaborate effectively with the team, provide guidance when needed, exercise sound judgment, and deliver consistent, measurable results
Strong hands-on administrative experience within Windows 11 and the Microsoft 365 ecosystem, including identity management (Entra ID/Active Directory), endpoint governance (Intune), and Exchange administration
Professional, articulate communication skills with the ability to clearly explain technical concepts and service impacts to both technical and non-technical audiences

Nice To Haves

Familiarity with professional services and accounting platforms (e.g., CCH, Thomson Reuters)
Additional experience with endpoint monitoring and security platforms, professional services applications, Microsoft Copilot or other enterprise AI tools, PowerShell scripting, VDI environments, and relevant technical certifications

Responsibilities

Supervise the Help Desk team, including scheduling and assigning tasks, monitoring work quality, and mentoring team members
Responsible for daily Help Desk operations including prioritizing tickets, coordinating workloads, monitoring SLA performance, maintaining service desk policies and procedures, setting escalation standards, and ensuring documentation quality
Ensure team accountability for ITSM incidents, service requests, problems, change activities, and maintain a complete hardware and software inventory in the ITSM platform
Serve as a senior technical escalation resource, independently resolving complex issues and exercising sound judgment when infrastructure-level escalation is required
Provide advanced troubleshooting across Windows 11, Microsoft 365, endpoint hardware, and firm-specific applications
Fully leverage endpoint management platforms across the team to maintain device health, patch compliance, remote remediation, and preventative maintenance
Manage onboarding, role transitions, and separations in coordination with HR and IT teams
Conduct root cause analysis on recurring or systemic issues and implement durable corrective actions
Create and manage comprehensive technical documentation and knowledge base articles, incorporating input from all team members
Provide technical guidance to Help Desk team and promote consistent troubleshooting practices