IT Support Supervisor

📋 Description

• Lead, supervise, coach, and develop IT Support Analysts handling inbound tickets, calls, and chats.
• Manage triage and incident response for high-severity P0 and P1 incidents, coordinating
• Ensure users receive timely support and are not left waiting, particularly when technical issues
• Review and quality-assure analyst bug reports to ensure issues are clearly documented and
• Coordinate hardware, network, device, and deeper IT escalations with internal IT teams and managed
• Build, maintain, and expand knowledge bases, runbooks, troubleshooting guides, and training

🎯 Requirements

• 5+ years of experience in customer-facing technical support, ideally within B2B SaaS, IT help desk
• At least 2 years of experience in a lead or supervisory position.
• Demonstrated ability to remain calm and effective during live-event incidents where rapid
• Strong technical triage skills, with the ability to distinguish product-related bugs from hardware
• Excellent written communication skills, with the ability to produce clear and professional tickets
• Comfortable supporting both Windows and Mac environments, with basic networking knowledge including

🎁 Benefits

• $75,000–$90,000 annual salary
• Health insurance and employee benefits
• 401(k) plan
• Remote work environment
• Per-shift stipend for on-call rotations
• Opportunity to build and lead a dedicated support function from the ground up