POSITION TITLE: IT Support Supervisor
LOCATION - Birmingham Alabama
PAY RATE - BOE
Position SummaryThe IT Support Supervisor plays a critical role in enabling business operations by ensuring reliable, secure, and high-performing IT support services. This role leads the daily workflow and functional management of a large, distributed IT support team responsible for supporting thousands of users and endpoints across North America.
Reporting to senior IT leadership, the IT Support Supervisor balances people leadership, operational excellence, and technical expertise to deliver fast, effective support while safeguarding the integrity and security of the IT environment. This is an ideal opportunity for a hands-on IT leader who thrives in fast-paced environments and enjoys turning data into actionable insights.
Key ResponsibilitiesTeam Leadership & Operations
Oversee daily workflow, staffing levels, and schedules across multiple shifts to ensure timely resolution of IT incidents and service requests
Lead, coach, and support a diverse team of onsite and remote IT professionals
Serve as a senior escalation point for complex, multi-layer technical issues
Performance Management & Metrics
Build, monitor, and analyze performance metrics to evaluate individual and team effectiveness
Translate large data sets into concise, actionable insights using tools such as Excel, Power BI, and ServiceNow
Identify trends, gaps, and opportunities to improve service quality, efficiency, and response times
Technical Leadership & Collaboration
Provide advanced troubleshooting guidance across hardware, software, networking, cloud, security, and endpoint environments
Collaborate with infrastructure teams, escalation teams, vendors, and business stakeholders to resolve complex issues
Support IT projects, process improvements, and operational initiatives
Training, Documentation & Continuous Improvement
Develop and manage onboarding, training, and ongoing education programs for IT support staff
Create and maintain technical documentation, knowledge base articles, and standard operating procedures
Continuously evaluate and improve tools, processes, and workflows to support long-term business growth
Essential Responsibilities BreakdownWorkflow coordination, scheduling, and staffing: 30%
Performance metrics, reporting, and optimization: 20%
Advanced troubleshooting and escalation support: 15%
IT support ticket and call handling: 10%
IT project ownership and support: 10%
Documentation, onboarding, asset management, and NOC activities: 15%
Qualifications & EducationBachelor’s degree or equivalent practical experience
3+ years of people management experience
5+ years of progressive IT support experience, preferably across multiple technical disciplines
IT certifications such as CompTIA A+, Network+, Security+, MS-900, or similar are a plus
Technical Experience & SkillsStrong experience with Windows environments, Microsoft 365, and endpoint support
Working knowledge of network architecture, security principles, and Active Directory
Proven ability to triage and resolve complex, multi-layer IT issues
Experience using ServiceNow or similar ITSM platforms
Advanced reporting and data analysis skills using Excel and Power BI
Highly Valued Skills
PowerShell, PSExec, and enterprise asset management tools
SCCM, Intune MDM, SharePoint, AV systems
iOS and Android enterprise support
Leadership & Professional CompetenciesData-driven decision-maker with a strong operational mindset
Confident communicator who provides clear direction and constructive feedback
Ability to prioritize competing demands in a deadline-driven environment
Comfortable challenging existing processes and collaborating on improvements
Inclusive leader who fosters growth, accountability, and team engagement
Physical & Onsite RequirementsAbility to perform hands-on technical work as needed, including hardware setup, troubleshooting, and equipment movement
Must be able to lift, move, and install IT equipment and peripherals as required
