IT Supervisor

ABOUT THE ROLE

The IT Supervisor is responsible for supervising the day-to-day operations of the IT support team while remaining actively involved in hands-on technical work. This is a player-coach role that requires someone who can lead a team, manage priorities and performance, and personally troubleshoot and resolve complex IT issues. The role will serve as a senior technical resource for the team, providing guidance on infrastructure, networking, cloud, endpoints, security, and user support. The IT Supervisor is expected to lead by example, develop the technical capabilities of the team, and ensure that IT issues are resolved efficiently and within agreed service levels. This is not a purely administrative or people-management position. The successful candidate must have demonstrated experience leading an IT team while continuing to perform hands-on technical troubleshooting and administration.

KEY RESPONSIBILITIES

Team Leadership & Supervision

• Directly supervise and provide day-to-day leadership to the IT support team.
• Assign and prioritize tickets, incidents, projects, and other IT activities based on business impact and urgency.
• Conduct regular team huddles and one-on-one discussions to monitor workload, performance, and development.
• Provide hands-on coaching and technical guidance to junior IT team members.
• Review troubleshooting approaches and ticket diagnostics to ensure issues are properly investigated and resolved.
• Monitor team performance against SLAs, productivity targets, and service quality expectations.
• Provide regular feedback and identify training and development needs.
• Build a proactive IT culture where team members identify recurring problems and address root causes rather than simply resolving symptoms.
• Take ownership of escalated issues and support the team in resolving complex incidents.

Hands-on Technical Support & Escalation

• Act as a senior technical escalation point for infrastructure, networking, cloud, endpoint, and security-related issues.
• Personally troubleshoot and resolve complex or high-priority technical incidents.
  
• Support the team in diagnosing issues involving hardware, software, operating systems, applications, connectivity, and user access.
• Analyze recurring incidents and implement corrective and preventive actions.
• Participate directly in major incident resolution and technical investigations.
• Maintain a strong understanding of the company's IT environment and systems.

Infra structure, Networking & Connectivity

• Monitor and support network reliability for onsite and remote employees.
• Troubleshoot connectivity issues involving local networks, ISPs, firewalls, VPNs, and client environments.
• Analyze packet loss, latency, jitter, traceroutes, and other network diagnostics to identify the source of connectivity problems.
• Support the administration and maintenance of firewalls, VPNs, routing, Wi-Fi, and network infrastructure.
• Assist in implementing network improvements, redundancy, bandwidth optimization, and connectivity solutions.

Cloud, Endpoints & Systems Administration

• Support the administration of Microsoft Azure/Entra ID and Microsoft 365 environments.
• Manage and troubleshoot endpoint devices using Microsoft Intune/SCCM or similar platforms.
• Support endpoint compliance, patching, security policies, device configuration, and hardware lifecycle management.
• Assist with user provisioning, access management, onboarding, and offboarding.
• Troubleshoot Active Directory/Entra ID, Microsoft 365, workstation, and endpoint-related issues.
• Ensure IT systems and endpoints are maintained in accordance with company security and operational standards.

IT Security & Compliance

• Support the implementation and enforcement of IT security policies and controls.
• Monitor endpoint compliance, access controls, patching, and security configurations.
• Assist in identifying and addressing security risks and vulnerabilities.
• Support the secure deployment and use of AI productivity tools and other technology platforms.
• Escalate security incidents and potential breaches in accordance with established procedures.

IT Operations & Continuous Improvement

• Monitor IT support queues and ensure tickets are properly documented, prioritized, and resolved within agreed SLAs.
• Maintain accurate IT documentation, troubleshooting guides, asset records, and operational procedures.
• Identify opportunities to automate repetitive IT tasks and improve service delivery.
• Use scripting and automation where appropriate to improve IT efficiency.
• Coordinate with vendors and third-party service providers when technical support or escalation is required.
• Participate in IT projects, system implementations, upgrades, and infrastructure improvements.
• Prepare regular reports on team performance, ticket volumes, SLA performance, recurring issues, and operational concerns.

SKILLS AND QUALIFICATIONS

• Hands-on Team Leadership: Demonstrated experience directly supervising and leading an IT team while remaining actively involved in technical work.
• Strong Technical Foundation: Able to independently troubleshoot complex IT issues and provide technical guidance to team members.
• Hands-on Scripting & Automation: Working knowledge of PowerShell, Python, or CLI tools for IT automation is preferred.
• Networking: Strong understanding of TCP/IP, DNS, DHCP, VPN, firewalls, routing, packet loss, latency, and traceroute diagnostics.
• Cloud & Systems: Practical experience with Azure/Entra ID, Microsoft 365, Active Directory, and endpoint management.
• Endpoint Management: Experience with Microsoft Intune, SCCM, or similar MDM/endpoint management platforms.
• ITSM: Experience using IT service management/ticketing platforms such as ServiceNow, Jira, Freshservice, or similar.
• Problem Solving: Strong analytical skills with the ability to identify root causes and implement sustainable solutions.
• People Leadership: Able to coach, develop, hold team members accountable, and manage performance.
• Operational Mindset: Strong sense of urgency, ownership, and accountability for IT service availability and issue resolution.
• Communication: Able to communicate technical issues clearly to both technical and non-technical stakeholders.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in information technology, Computer Science, Information Systems, or a related field preferred.
• 5+ years of hands-on experience in IT Support, Systems Administration, Network Engineering, Infrastructure, or a related technical field.
• At least 2 years of direct experience supervising or leading an IT team.
• Must have demonstrated experience leading a team while continuing to perform hands-on technical troubleshooting and administration.
• Experience handling technical escalations and acting as an L2/L3 technical resource is strongly preferred.
• Experience with Microsoft Azure/Entra ID, Microsoft 365, Active Directory, Intune, networking, and endpoint management.
• Experience working in a BPO, shared services, MSP, or fast-paced corporate IT environment is preferred.
• Experience supporting onsite and remote users is an advantage.
• Experience with IT projects, system implementations, infrastructure upgrades, or automation is preferred.