Supervisor, Systems Support
Core
Leading the delivery of end-user technology support services and managing the Systems Support team to ensure operational excellence and high-quality service delivery.
Role type
Senior IT Support Team Lead / Supervisor
Builds
End-user support services, incident resolution, and operational reporting for the organization
Domain
IT Service Management / Enterprise Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, service desk management, incident management, stakeholder communication, data analysis, process improvement, ITIL framework knowledge
Preferred skills
ServiceNow, Microsoft 365 administration, Microsoft Azure, Windows 11/macOS support, Identity and access management (Active Directory, Entra ID), Endpoint management (Intune, Jamf), Networking basics
Technologies
ServiceNow, Microsoft 365, Microsoft Azure, Active Directory, Entra ID, Microsoft Intune, Jamf, Microsoft Teams
Responsibilities
Provide direct supervision, coaching, and performance management for IT Support team members; Oversee daily service desk and end-user support operations; Manage ticket queue health, backlog reduction, and workload balancing; Serve as a primary escalation point for complex technical issues; Coordinate major incident response and stakeholder communications; Monitor service performance against SLAs and KPIs; Develop and maintain operational dashboards and reports; Drive continual service improvement and automation initiatives; Partner with business leaders and Corporate IT teams; Support audit, compliance, and asset management activities
Seniority
Senior, hands-on IC with leadership responsibilities
