Technical Support Supervisor/in office role

HarmonyCares • Troy, MI

9d • Onsite

About The Position

The Technical Support Supervisor provides operational leadership for the technical support function, ensuring high-quality service delivery, effective issue resolution, and consistent customer experience. This role oversees daily support operations, including phone and ticket queue performance, service level adherence, and escalation management. The Supervisor serves as a subject matter expert and escalation point, establishes troubleshooting and communication standards, and partners cross-functionally to identify trends, drive process improvements, and enhance overall support effectiveness.

Requirements

• Bachelor’s degree in information technology or computer science, or equivalent experience
• 5+ years of experience in level 1 and/or 2 technical support
• 2+ years of experience in a senior or lead role in technical support
• Certifications related to ITIL or at least 2+ years of experience administering an IT services platform
• Proficiency in Microsoft Active Directory, Intune, iOS, Android OS, Microsoft Azure, Microsoft Exchange, Microsoft Office support, Multi-Factor Auth and Single-Sign-On management, PowerShell, laptop and mobile device management, including configuration, deployment, and troubleshooting
• Team leadership skills, with the ability to motivate and guide team members to achieve goals
• Excellent verbal and written communication skills, with the ability to interact effectively with team members, other departments, and external vendors
• Strong analytical and problem-solving skills, with the ability to identify and resolve hardware-related issues quickly and efficiently
• Highly organized, with the ability to manage multiple tasks and projects simultaneously

Nice To Haves

• Relevant certifications such as CompTIA A+, CompTIA ITF+, or Microsoft Certified: Modern Desktop Administrator Associate
• Experience with technical team and end-user training

Responsibilities

• Lead the Technical Support team, providing guidance, support, and training to ensure high performance and productivity
• Oversee the deployment and management of computer and application accounts, including Microsoft Active Directory, Microsoft Azure, Microsoft Entra, Microsoft exchange and application specific accounts
• Work in concert with hardware and patching teams to ensure that device upgrades and patches are viable with our application stack and computer policies
• Provide technical support to team members and end-users, troubleshooting hardware and software issues as needed
• Create, maintain and communicate ticket and call reports and ensure that all SLAs are met
• Provide one-stop IT service in VIP situations
• Manage weekly communication of high-level reports that are digestible for customers
• Work closely with other IT teams or customer departments to coordinate deployment of new initiatives, process improvements and custom support models as needed
• Develop and maintain documentation relevant to all Technical Support team activities and responsibilities, internal and customer-facing library must be maintained and made available.
• Work closely with operations and other technology teams to ensure all new releases are cascaded to support team.
• Ensure that all Technical Support activities comply with company policies, industry standards, and regulatory requirements
• Monitor ticket and call activity for escalation needs, support patterns and coaching opportunities and act as an escalation point for Technical Support team members and customers.
• Manage team stand-ups to identify and solve trending/hot items.

Benefits

• Health, Dental, Vision, Disability & Life Insurance
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level