IT Support Supervisor

The Support Supervisor is responsible for leading our technical support team. As a Support Supervisor, you will be responsible for managing day-to-day operations, ensuring the delivery of high-quality technical support services, and fostering a culture of excellence and collaboration within the team. The ideal candidate will have strong leadership skills, a solid technical background, and a passion for driving continuous improvement in support operations. 

The Support Supervisor also provides exemplary service in a manner consistent with the values and mission of the Castle Group.  He or she performs all responsibilities while demonstrating outstanding customer service skills representative of Castle Royal Service as it relates to this function. This includes working interdepartmentally, as well as, with our external customers. 

• Provide leadership, guidance, and mentorship to a team of Support Technicians and Support Specialists, fostering a positive and inclusive work environment. 

• Oversee the daily operations of the technical support team, including ticket assignment, workload management, and escalation coordination. 

• Monitor team performance metrics, including response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs). 

• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional growth and development. 

• Coordinate training programs and skill development initiatives to enhance the technical competencies and customer service skills of team members. 

• Serve as an escalation point for complex technical issues and customer complaints, providing guidance and assistance to resolve issues efficiently. 

• Collaborate with cross-functional teams, including IT operations, product development, and customer success, to address systemic issues and improve service delivery. 

• Develop and maintain support processes, standard operating procedures (SOPs), and knowledge base articles to ensure consistency and efficiency in support operations. 

• Participate in the recruitment, hiring, and onboarding of new team members, ensuring alignment with team goals and culture. 

• Stay current with industry trends, best practices, and emerging technologies in technical support and customer service to drive innovation and continuous improvement. 

• Other duties as assigned.  

Supervisory Responsibilities  

• Directly manage a team of 3 

• Carry out supervisory responsibilities in accordance with Castle’s policies and applicable laws.    

• Responsibilities include interviewing, hiring, and training, developing and mentoring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education and Experience  

• Bachelor’s degree in computer science, information technology, or related field (or equivalent experience) 

• Advanced degrees or relevant certifications are a plus.    

• 5+ years of experience in technical support, helpdesk management, or a related field, with at least 2 years in a supervisory or leadership role. 

• Proven track record of successfully managing and developing high-performing technical support teams in a fast-paced environment. 

 Skills and Abilities  

• Strong technical aptitude and proficiency in troubleshooting hardware, software, and network issues across multiple platforms and environments. 

• Excellent communication and interpersonal skills, with the ability to effectively interact with team members, stakeholders, and customers at all levels. 

• Demonstrated leadership abilities, including the ability to motivate, inspire, and empower team members to achieve goals and objectives. 

• Strategic thinking and problem-solving skills, with a focus on driving operational excellence and continuous improvement initiatives. 

• Ability to prioritize and manage multiple projects and initiatives simultaneously, while maintaining attention to detail and meeting deadlines. 

• Customer-focused mindset with a passion for delivering exceptional service and support experiences. 

• Flexibility to work non-standard hours and participate in on-call rotation as needed 

• Fluent in English as a primary language  

• Advanced command of computer hardware/software is required; specifically, proficient in the knowledge of Microsoft Office suite including but not limited to; Word, Excel, Power Point and Outlook.  

Physical requirements  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Able to work under pressure, maintain composure, and utilize good judgment during emergency/difficult and stressful situations. 

• Ability to  

• lift up to 15 lbs. 

• work in an upright standing or sitting position for long periods of time.  

• quickly and easily navigate the property as needed for work. 

• hear, understand and respond appropriately to verbal requests made in person and over the telephone and manual dexterity to input data into the computer.  

• reach with hands and arms,  

• communicate, receive, and exchange ideas and information. 

• This position may require infrequent travel. 

• Travel may be outside the local area and overnight.  

• Ability to work extended hours and weekends based on project requirements.  

EQUAL EMPLOYMENT OPPORTUNITY  

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws.  

DISCLAIMER  

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.