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IT Support Services Supervisor
Location: Memphis, TN | Onsite
Overview
A growing organization is seeking an experienced IT Support Services Supervisor to lead a team of IT professionals in delivering expert technical support across the enterprise. This is a hands-on leadership role responsible for overseeing support operations, managing team performance, and ensuring adherence to technology standards and security protocols. The ideal candidate is a collaborative problem-solver who thrives in fast-paced environments and is passionate about operational excellence in IT service delivery.
Responsibilities
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Supervise and develop a team of IT support staff, providing mentorship, performance feedback, and growth opportunities.
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Act as the escalation point for complex technical issues and ensure timely resolution.
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Manage IT support projects, ensuring alignment with organizational priorities and timelines.
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Create and maintain documentation, technical procedures, and user help guides.
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Conduct team training sessions to promote best practices and platform usage.
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Monitor and report on team performance through key performance indicators (KPIs); provide strategic recommendations to improve service outcomes.
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Ensure accurate ticket documentation and resolution tracking within the service management platform (e.g., ServiceNow).
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Collaborate with internal stakeholders to enhance the end-user support experience.
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Stay informed of industry trends and emerging technologies to drive continuous improvement.
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Perform additional duties as needed in support of evolving business needs.
Required Skills
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3–5 years of experience in IT support or technical operations.
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Demonstrated experience leading or supervising a team.
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Strong understanding of IT support tools and systems (e.g., Active Directory, Azure, Intune, Entra, Tanium, ServiceNow).
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Excellent verbal and written communication skills.
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Proficient in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
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Strong problem-solving and critical-thinking skills.
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Ability to prioritize tasks, manage multiple projects, and meet deadlines.
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Commitment to delivering high-quality customer service across phone, email, and chat support channels.
Preferred Qualifications
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Bachelor’s degree in Information Technology, Computer Science, or a related field.
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Industry certifications (e.g., CompTIA A+, Network+, AZ-900, ECMS 1).
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Experience with service case management platforms (e.g., ServiceNow) and ITIL methodologies.
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Familiarity with property management or industry-specific platforms (e.g., Yardi, SmartRent, LRO).
How to Apply
Qualified candidates are encouraged to submit their resume for confidential consideration. We are looking for professionals who are passionate about leadership in IT support and eager to make a tangible impact on enterprise operations. All applications will be handled with discretion.
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Hunter. Richardson