Description
The IT Support Supervisor oversees daily IT support operations across both office and production environments. This role ensures all employees, from administrative staff to production teams, receive timely, effective, and customer-focused technical assistance. The Supervisor manages Help Desk staff, prioritizes support tickets, drives continuous improvement of IT processes, and ensures that technology systems critical to both office and production operations run smoothly. The role includes hands-on technical support and leadership responsibilities to maintain service excellence.
Key Responsibilities
Leadership & Strategy
• Lead, coach, and develop the Help Desk team to deliver high-quality, responsive support across office and production plant users.
• Establish, monitor, and enforce Service Level Agreements (SLAs) that reflect business needs and ensure timely problem resolution.
• Analyze performance metrics and help desk trends to identify recurring issues and implement root-cause solutions.
• Promote continuous improvement, process documentation, and knowledge-sharing within the IT organization.
• Develop and maintain Help Desk policies, procedures, and training materials for staff and end users.
Operational Support
• Manage and prioritize the Help Desk ticketing process, ensuring prompt response and resolution for hardware, software, ERP systems, and network issues.
• Coordinate and perform hands-on troubleshooting, including installation and upgrades of PCs, printers, and industrial terminals on the production floor.
• Oversee escalation procedures to ensure production-impacting issues receive immediate attention and resolution.
• Monitor and test problem resolutions to ensure issues are fully resolved and documented.
• Collaborate with infrastructure, cybersecurity, and operational technology (OT) teams to maintain system reliability and uptime.
Systems & Asset Management
• Oversee and refine the IT Asset Management (ITAM) program, ensuring accurate tracking of hardware and software throughout their lifecycle.
• Liaise with vendors and service providers for procurement, installation, and ongoing technical support.
• Conduct research on emerging technologies and standards to improve Help Desk operations and IT support capabilities.
• Support business-critical systems across enterprise and production environments.
Training & Communication
• Ensure end-users have the resources and support needed to use systems efficiently and confidently.
• Maintain up-to-date help documentation, FAQs, and quick-reference guides.
• Communicate clearly and proactively with users at all levels, including office, and production staff.
Key Metrics
• Ticket resolution time and SLA compliance
• Production-impacting downtime incidents
• Customer satisfaction (CSAT) and feedback scores
• Weekly Help Desk health metrics
• Critical IT asset inventory accuracy
Personal Development
• Attend required company and technical training to remain current in areas of responsibility.
• Participate in regular 1:1 coaching and performance review sessions.
Qualifications
• 3–5 years of experience supporting both office and industrial or manufacturing environments.
• Proven experience managing or mentoring an IT support or Help Desk team.
• Familiarity with ERP systems (e.g., CSB, SAP, Oracle) and manufacturing hardware such as barcode scanners, label printers, and industrial PCs.
• Certifications preferred: ITIL Foundations, CompTIA A+, Network+, Server+, or similar.
• Strong leadership, prioritization, and conflict resolution skills.
• Excellent communication, organization, and interpersonal abilities.
• Ability to balance hands-on technical work with process improvement and team development.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
What Success Looks Like
You thrive in this role if you can collaborate effectively across office and production teams, stay calm under pressure when resolving production-impacting issues, and foster a culture of accountability, service excellence, and continuous improvement within your team.
