IT Support Supervisor/Remote

Job Title: IT Support SupervisorLocation-RemoteJob SummaryWe are looking for an IT Support Supervisor to oversee daily IT support operations, manage a team of support technicians, and ensure timely resolution of technical issues. The role involves supervising helpdesk activities, improving service quality, and maintaining IT systems reliability.Key ResponsibilitiesSupervise and manage the IT support/helpdesk teamAssign, prioritize, and monitor support tickets to ensure timely resolutionProvide guidance and technical support to team membersHandle escalated technical issues and ensure quick resolutionMonitor system performance and identify areas for improvementEnsure adherence to SLAs and service quality standardsMaintain documentation of processes, issues, and resolutionsCoordinate with other IT teams (network, system, security)Train and mentor support staffPrepare reports on team performance, ticket trends, and system issuesRequired Skills & QualificationsBachelor’s degree in IT, Computer Science, or related fieldProven experience in IT support or helpdesk roles (4–7 years preferred)Prior team handling or supervisory experienceStrong knowledge of operating systems, hardware, and basic networkingFamiliarity with ticketing systems and IT service management (ITSM) toolsGood problem-solving and decision-making skillsExcellent communication and leadership abilitiesPreferred QualificationsCertifications such as ITIL, CompTIA A+, Network+, or Microsoft certificationsExperience with Active Directory, Office 365, and remote support toolsExposure to IT service management frameworks (ITIL)