Key Facts

Remote From:

India

Full time

Expert & Leadership (>10 years)

English

Hard Skills

Other Skills

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Team Leadership
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Delegation Skills
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Client Confidentiality
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Leadership
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Team Management
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Time Management
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Teamwork
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Customer Service
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Analytical Thinking
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Mentorship
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Verbal Communication Skills
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Self-Motivation
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Problem Solving

Roles & Responsibilities

10+ years of experience supervising or leading a team of IT Support Technicians.
Degree in IT, Computer Science, or relevant work experience.
Proficiency with Windows and macOS environments and enterprise technologies (LAN/WAN, Active Directory, Office 365, endpoint management tools such as Intune or SCCM).
Experience with ticketing systems and providing technical support for hardware, software, phones and mobile devices, plus adherence to security policies and strong customer service.

Requirements:

Provide leadership to the IT Support team, including setting direct reports' annual objectives, coaching, mentoring, delegating tasks, and conducting annual performance reviews.
Oversee end-to-end user support lifecycle and monitor help desk activity, ensuring exceptional customer service and timely issue resolution; act as executive-level escalation owner for critical incidents and VIP support.
Manage PC setup and deployment for new employees, including imaging, hardware/software installation, onboarding, and maintaining workstation readiness and documentation.
Collaborate with teams on projects and maintain security/compliance standards; participate in SCRUM planning and communicate best practices, issues, and requirements across the organization.

Job description

This position is to lead the daily operations of the IT Support team by supervising technicians, providing hands‑on technical support, and ensuring timely, effective end‑user service. This role combines frontline technical responsibilities with leadership duties, including managing PC setups, software deployments, hardware troubleshooting, and enforcing security standards across corporate devices and IT services. The IT Support Technician Supervisor also delivers end‑user training on CCI Systems, Inc. applications and systems, utilizing cloud‑based tools for documentation and support workflows. In addition, this position assigns tasks and tickets, coordinates schedules, monitors team performance, mentor technicians, and maintains high standards of service delivery, documentation quality, and system reliability throughout the organization.

Responsibilities

Provide clear direction, coach, mentor, support, and motivation to team members; delegate tasks and monitor performance to achieve goals.
Determine and manage direct reports annual objectives.
Perform annual performance reviews for all direct reports.
Oversee the full user support lifecycle by guiding the IT Support team to provide exceptional customer service, Help Desk assistance, and efficient issue resolution.
Monitor and respond quickly and effectively to requests received through the IT helpdesk.
Executive-level escalation owner for critical incidents and VIP support.
Monitor Service Desk for tickets assigned to the queue and process per established best practices.
Utilize and maintain the Help Desk tracking software.
Modify configurations, utilities, software default settings, etc. for the local workstation.
Document internal procedures.
Assist with onboarding of new users.
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
Install, test, and configure new workstations, peripheral equipment, and software.
Manage PC setup and deployment for new employees using standard hardware, images, and software.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Perform timely workstation hardware and software upgrades as required.
Participate in SCRUM project planning for project-based support.
Strong open communication with other team members and management on best practices, issues, new requirements, hardware, and architecture.
Ensure confidentiality of company information.
Perform other duties as assigned by the Manager.

Qualifications:

Required:

10+ years of experience supervising or leading a team of IT Support Technicians.
Degree in IT or Computer Science or relevant work experience.
Must be able to handle employee issues effectively and in a timely manner.
Ability to provide strong leadership through coaching and mentoring with a focus on customer service.
Ability to motivate employees in a challenging and dynamic business environment.
Hands-on experience troubleshooting and maintaining standard office applications, mapping, and troubleshooting of printers, and other basic office automation issues.
Experience with ticketing systems and technical support for hardware, software, phone and mobile devices, security policies, and communication techniques.
Experience operating system imaging and software deployments.
Must be familiar with Microsoft Windows environment and macOS devices.
Proficiency with the enterprise technologies used in daily support operations, including LAN/WAN troubleshooting, Active Directory and identity management tasks, Office 365 administration, endpoint management tools (such as Intune or SCCM), and macOS/Windows device support, ensuring alignment between required skills and assigned responsibilities.
Aware of current trends in software, system architectures, and support methodologies.
Familiarity with process development and compliance.
Impeccable written and verbal communications skills and able to communicate effectively with management, teammates, and end users.
Self-motivated, Analytical, and able to excel in a collaborative structured environment.
Excellent customer service skills, with a high satisfaction rate.
Self-motivated and able to excel in a collaborative structured environment.
Adherence to security policies, access control procedures, and compliance regulations.