Technology Support Coordinator

SMART TECH SKILLS LLC•Tallahassee, FL

20h•Onsite

About The Position

The IT Support Operations Supervisor is responsible for overseeing daily support operations, ensuring the timely resolution of incidents, service requests, and system issues across a multi-platform environment. This role provides leadership to support teams, serves as the primary escalation point for complex issues, and collaborates with IT leadership to drive operational improvements. The position focuses on service quality, team performance, customer satisfaction, and continuous process enhancement while maintaining adherence to service level agreements.

Requirements

Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
5 or more years of IT operations, technical support, or computer operations experience
Experience supporting multi-platform technology environments
Experience leading teams, projects, or service desk operations
Experience using ticketing systems to manage incidents, service requests, and support trends
Strong technical troubleshooting skills across hardware, software, and user support environments
Understanding of help desk processes and IT service management principles
Strong organizational, time-management, and prioritization skills
Ability to work effectively under pressure and manage multiple competing priorities
Ability to lift up to 50 pounds

Nice To Haves

Experience supervising service desk or desktop support teams
Experience with service level agreement (SLA) management and reporting
Experience supporting audiovisual and video conferencing technologies
Familiarity with ITIL-based service management practices
Experience supporting enterprise or government environments
Strong leadership and team development capabilities
Excellent customer service and stakeholder management skills
Strong analytical and problem-solving abilities
Ability to make sound decisions in fast-paced environments
Strong verbal and written communication skills
Attention to detail and commitment to service quality
Ability to work independently and collaboratively
Accountability, professionalism, and operational ownership
Continuous improvement mindset focused on efficiency and user satisfaction
Adaptability and flexibility in dynamic technical environments

Responsibilities

Manage the day-to-day activities of the IT support team, including work prioritization, task assignment, and workload balancing
Monitor service requests, incidents, and operational trends to ensure efficient service delivery
Ensure timely resolution of support tickets and adherence to established service level agreements
Serve as the primary escalation point for complex customer service and technical support issues
Lead, mentor, and support IT support specialists and technical staff
Monitor team performance and provide coaching, guidance, and training
Foster a customer-focused culture centered on operational excellence and service quality
Support employee development and knowledge-sharing initiatives
Analyze support processes and workflows to identify opportunities for increased efficiency
Collaborate with IT leadership to implement service improvements and operational enhancements
Conduct quality assurance reviews of customer incidents and support activities
Maintain and improve knowledge base documentation and support procedures
Coordinate with technical teams to ensure prompt response and resolution of incidents
Monitor trends, recurring issues, and potential service risks, including security-related concerns
Support change management and incident escalation processes
Ensure effective communication with customers and stakeholders throughout issue resolution
Assist with inventory tracking and asset management activities for the IT department
Maintain operational documentation, performance metrics, and reporting
Track support trends and prepare reports for management review
Coordinate audiovisual equipment setup and support for meetings and events
Provide video conferencing support and troubleshooting
Travel to remote locations to provide onsite technical assistance as required