{"schemaVersion":"jobsearcher.job.v1","id":"f876c43380a2bcb02e331239","url":"https://jobsearcher.com/jobs/f876c43380a2bcb02e331239","canonicalUrl":"https://jobsearcher.com/jobs/f876c43380a2bcb02e331239","title":"IT Support Supervisor","description":"Overview:\nWho we are—\n\nTranscat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career?\n\nHere’s what Transcat has to offer—\nWork that matters\nA values-based culture where people care about each other and the work they do together\nFlexibility\nTraining and development to accelerate learning and career advancement\nCompetitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!\nPay range $80,000 - $90,000.\nPosition Summary\nThe IT Support Supervisor is responsible for overseeing the daily operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues, and maintaining high standards of service delivery. This position located in Rochester, NY, requires working on-site a minimum of four days per week to ensure effective collaboration and support. It includes direct supervision of IT Helpdesk staff (which may include resources in other countries) and coordination with other IT functions to align support activities with organizational goals. The IT Support Supervisor ensures compliance with security policies, promotes user training, and manages support tools and systems.\n\nResponsibilities:\nLead, motivate, and mentor the IT Helpdesk team to foster professional growth, collaboration, and a customer-oriented approach\nOversee daily ticket assignments, prioritization, escalation, and resolution to ensure prompt support and adherence to service level agreements (SLAs)\nTrack and report key metrics such as response times, resolution rates, and user satisfaction; use these insights to drive continuous improvement\nIdentify recurring ticket trends, conduct root cause analyses, and recommend longer-term improvements to IT systems and support practices\nEstablish, document, and continually improve helpdesk procedures, workflows, and escalation paths for efficiency and standardization\nSolicit feedback through satisfaction surveys, monitor customer complaints, and ensure a high standard of technical assistance to all users\nCoordinate the response to significant business disruptions, manage resources during major incidents, and oversee communications and systemic troubleshooting\nCoordinate deployment and maintenance of hardware, software, and other IT related services\nEnsure compliance with cybersecurity policies and promote user awareness and training\nCollaborate with other IT teams to support business-critical systems and applications.\nParticipate in IT planning and contribute to strategic initiatives\nAfter hours and ability to be on-call as required\nAbility to travel to other corporate facilities as needed\nModel the Company’s values to influence others to perform in an aligned manner.\nEnsure training and development plans are in place and communicated to employees to drive performance improvement and career progression.\nComplete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline.\nOther duties as assigned\nQualifications:\nRequired Knowledge, Skills, and Abilities\nStrong proficiency in PC hardware and software troubleshooting, including desktops, laptops, peripherals, and mobile devices.\nAdvanced experience with Microsoft 365 administration, including Exchange Online, Teams, OneDrive, SharePoint, and endpoint/device management via Microsoft Intune.\nWorking knowledge of Microsoft Azure, including user and group management, conditional access policies, and basic Azure AD configuration.\nExperience with identity and access management systems, especially Okta, including user provisioning, SSO integrations, and MFA policies.\nExperience with Zscaler Internet Access and Zscaler Private Access for secure remote connectivity and cloud-based web security.\nNetwork troubleshooting skills, including familiarity with DNS, DHCP, TCP/IP, VPN, Wi-Fi connectivity, and firewall rules.\nProficient in supporting and troubleshooting Windows 11 and MacOS operating systems in enterprise environments.\nFamiliarity with common remote support tools (e.g., ManageEngine, Intune, Mosyle, etc.).\nAbility to document technical procedures, build knowledge base articles, and train junior staff effectively.\nStrong customer service mindset and ability to communicate technical concepts to non-technical users.\nExceptional interpersonal and communication skills, adaptability under pressure, and the ability to collaborate effectively across teams while maintaining a customer-focused approach\nExperience with IT service management (ITSM) platforms (e.g., Freshservice, Jira Service Management, etc.).\n\nEducation and Experience\nAssociate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.\nMinimum of 3–5 years of experience in IT support, with at least 2 years in a Team Lead role.\nDemonstrated experience leading a help desk or IT support team, including ticket queue management, prioritization, and performance monitoring.\n\nCertifications (preferred, not required)\nMicrosoft certifications (e.g., MS-102, AZ-104)\nOkta Certified Administrator\nCompTIA Network+ or equivalent networking certification\nApple Certified Support Professional (ACSP)\nITIL Foundation Certification\n\nPhysical Demands\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.\n\nWhile performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.\n\nWork Environment\nThe work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.\n\nEqual Opportunity and Non-Discrimination\nTranscat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.\n\nWe will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.\n\nContingencies\nAll offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.","company":"Transca","rawCompany":"transca","city":"Chester","state":"NJ","isRemote":false,"isActive":false,"createdAt":"2026-04-14T10:43:58.615Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Support Supervisor","description":"Overview:\nWho we are—\n\nTranscat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career?\n\nHere’s what Transcat has to offer—\nWork that matters\nA values-based culture where people care about each other and the work they do together\nFlexibility\nTraining and development to accelerate learning and career advancement\nCompetitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!\nPay range $80,000 - $90,000.\nPosition Summary\nThe IT Support Supervisor is responsible for overseeing the daily operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues, and maintaining high standards of service delivery. This position located in Rochester, NY, requires working on-site a minimum of four days per week to ensure effective collaboration and support. It includes direct supervision of IT Helpdesk staff (which may include resources in other countries) and coordination with other IT functions to align support activities with organizational goals. The IT Support Supervisor ensures compliance with security policies, promotes user training, and manages support tools and systems.\n\nResponsibilities:\nLead, motivate, and mentor the IT Helpdesk team to foster professional growth, collaboration, and a customer-oriented approach\nOversee daily ticket assignments, prioritization, escalation, and resolution to ensure prompt support and adherence to service level agreements (SLAs)\nTrack and report key metrics such as response times, resolution rates, and user satisfaction; use these insights to drive continuous improvement\nIdentify recurring ticket trends, conduct root cause analyses, and recommend longer-term improvements to IT systems and support practices\nEstablish, document, and continually improve helpdesk procedures, workflows, and escalation paths for efficiency and standardization\nSolicit feedback through satisfaction surveys, monitor customer complaints, and ensure a high standard of technical assistance to all users\nCoordinate the response to significant business disruptions, manage resources during major incidents, and oversee communications and systemic troubleshooting\nCoordinate deployment and maintenance of hardware, software, and other IT related services\nEnsure compliance with cybersecurity policies and promote user awareness and training\nCollaborate with other IT teams to support business-critical systems and applications.\nParticipate in IT planning and contribute to strategic initiatives\nAfter hours and ability to be on-call as required\nAbility to travel to other corporate facilities as needed\nModel the Company’s values to influence others to perform in an aligned manner.\nEnsure training and development plans are in place and communicated to employees to drive performance improvement and career progression.\nComplete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline.\nOther duties as assigned\nQualifications:\nRequired Knowledge, Skills, and Abilities\nStrong proficiency in PC hardware and software troubleshooting, including desktops, laptops, peripherals, and mobile devices.\nAdvanced experience with Microsoft 365 administration, including Exchange Online, Teams, OneDrive, SharePoint, and endpoint/device management via Microsoft Intune.\nWorking knowledge of Microsoft Azure, including user and group management, conditional access policies, and basic Azure AD configuration.\nExperience with identity and access management systems, especially Okta, including user provisioning, SSO integrations, and MFA policies.\nExperience with Zscaler Internet Access and Zscaler Private Access for secure remote connectivity and cloud-based web security.\nNetwork troubleshooting skills, including familiarity with DNS, DHCP, TCP/IP, VPN, Wi-Fi connectivity, and firewall rules.\nProficient in supporting and troubleshooting Windows 11 and MacOS operating systems in enterprise environments.\nFamiliarity with common remote support tools (e.g., ManageEngine, Intune, Mosyle, etc.).\nAbility to document technical procedures, build knowledge base articles, and train junior staff effectively.\nStrong customer service mindset and ability to communicate technical concepts to non-technical users.\nExceptional interpersonal and communication skills, adaptability under pressure, and the ability to collaborate effectively across teams while maintaining a customer-focused approach\nExperience with IT service management (ITSM) platforms (e.g., Freshservice, Jira Service Management, etc.).\n\nEducation and Experience\nAssociate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.\nMinimum of 3–5 years of experience in IT support, with at least 2 years in a Team Lead role.\nDemonstrated experience leading a help desk or IT support team, including ticket queue management, prioritization, and performance monitoring.\n\nCertifications (preferred, not required)\nMicrosoft certifications (e.g., MS-102, AZ-104)\nOkta Certified Administrator\nCompTIA Network+ or equivalent networking certification\nApple Certified Support Professional (ACSP)\nITIL Foundation Certification\n\nPhysical Demands\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.\n\nWhile performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.\n\nWork Environment\nThe work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.\n\nEqual Opportunity and Non-Discrimination\nTranscat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.\n\nWe will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.\n\nContingencies\nAll offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.","datePosted":"2026-04-14T10:43:58.615Z","dateModified":"2026-04-14T10:43:58.615Z","hiringOrganization":{"@type":"Organization","name":"Transca","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Chester","addressRegion":"NJ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f876c43380a2bcb02e331239"},"url":"https://jobsearcher.com/jobs/f876c43380a2bcb02e331239"}}