Technical Support Supervisor/in office role
On-siteTroy, Michigan, United States
Job Summary
Lead the Technical Support team by providing guidance, training, and daily operational oversight for phone and ticket queue performance. Manage the deployment of computer and application accounts across Microsoft Active Directory, Azure, and Exchange while collaborating with hardware teams to ensure viable device upgrades and patches. Troubleshoot hardware and software issues for team members and end-users, monitor ticket activity for escalation needs, and act as the primary escalation point for VIP situations and customers. Create and maintain ticket reports, call logs, and internal documentation to ensure SLA adherence and drive process improvements. Manage weekly high-level communications and team stand-ups to resolve trending items, ensuring all activities comply with company policies and regulatory requirements.
Required Qualifications
- 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
Desired Qualifications
- Relevant certifications such as CompTIA A+, CompTIA ITF+, or Microsoft Certified: Modern Desktop Administrator Associate
- Experience with technical team and end-user training
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