IT Support Supervisor

Our client seeks an IT Support Supervisor to lead the help desk team, manage daily operations, and ensure top-tier technical support and customer service. Strong communication and leadership skills are key to success in this role.

Work Location: Hybrid - Scottsdale, AZ

Responsibilities:

• Manage the Desktop Support Team's daily operations, ensuring timely ticket responses and resolutions; coordinate with third-party vendors as needed.
• Deliver prompt, professional support to customers through phone, email, and in-person interactions.
• Diagnose and troubleshoot customer computer issues by asking targeted questions and providing solutions.
• Document issue resolutions in the service ticketing system.
• Follow up on open, active, and resolved tickets to ensure customer satisfaction.
• Troubleshoot and replace defective PC and peripheral hardware.
• Install, configure, and maintain desktops, laptops, printers, and other hardware onsite and offsite as required.
• Coordinate repairs for hardware, including copiers and fax machines, with external vendors.
• Propose improvements to processes, procedures, and tools to enhance team efficiency.
• Maintain accurate hardware and software inventory records, including locations, configurations, and service histories.
• Oversee inventory for devices, peripherals, components, spares, and consumables.
• Train team members on new software and hardware.

Skills and Experience:

• High School Diploma or GED required; Bachelor s degree in Computer Science, IT, or related field or equivalent background and experience.
• 8+ years of experience in Tier 1, 2, and 3 desktop support supporting MS Windows and MAC systems, including installation, troubleshooting, and configuration.
• 2+ years of supervisory experience required.
• Relevant certifications such as CompTIA A+, MS Office Specialist, Dell Certified Enterprise Engineer preferred.
• Proficiency in Active Directory for user management.
• Skilled in utilizing Office 365 applications, including Outlook, Word, and Excel.
• Competency in installing, configuring, and repairing hardware and software.
• Excellent verbal and written communication skills, including the ability to resolve issues calmly and clearly.
• Flexibility to work early mornings, late evenings, weekends, and holidays as needed.

Progilisys Solutions, LLC specializes in assessing systems, architectures and application management requirements for highly diversified computing environments, both designing and deploying solutions to meet our customer s strategic business requirements. As an independent solution provider, we address the relationships between technology, people and process, and in turn recommend the optimum combination of each to help meet our customer s business and technology objectives.