Job Description: Support Supervisor Department: Information Technology, Customer Experience FLSA Status: Full-Time, Exempt Reports To: IT Manager Starting Salary: $58,000+, based on experience

Position Summary Are you an experienced IT technician with a knack for leadership and a drive to deliver exceptional customer service?

We are looking for a Support Supervisor to join our talented team of technicians to shape the next generation of our world-class support. The Support Supervisor will lead a growing team of technicians to provide support to our customers.

The following list of responsibilities will be shared across the team, and the Support Supervisor will act as a backup for the team as needed. This position will also support the growth of the Managed Service Provider (MSP) customer base.

Key Responsibilities Team Leadership

Build and manage a team of support staff, acting as the first answer call-center for all customer support needs during business hours for Broadband Service Provider (BSP) and MSP customers. Manage Trouble Ticket platforms for both BSP and MSP to ensure tickets are being appropriately assigned, escalated, followed up, and closed. Provide training to employees to ensure consistent and proper customer support. Create and maintain an on-call presence for MSP customers, to ensure MSP support after business hours.

Internal IT & Corporate Support

Provision, configure, and deploy computers, mobile devices, and other IT equipment for employees. Install, update, and maintain operating systems, software applications, and hardware. Monitor and maintain internal network infrastructure, printers, servers, and related systems under senior staff guidance. Provide Tier 1--2 help desk support for internal staff, including troubleshooting hardware, software, and connectivity issues. Assist with documentation and inventory of IT assets, software licensing, and lifecycle management.

Managed Service Provider (MSP) Support

Deliver remote and onsite IT support as needed for MSP clients. Support client environments including Windows workstations, servers, network equipment, and cloud services. Onboard new MSP clients, including performing site assessments, installing equipment, and configuring systems. Monitor MSP tools such as RMM/PSA platforms, alerts, backups, and patch management systems. Create and participate in after-hours or on-call rotations for urgent MSP client needs.

Cybersecurity

Assist in developing, implementing, and enforcing cybersecurity policies and procedures. Monitor security tools such as antivirus/EDR platforms, firewalls, email security, and vulnerability scanners. Support incident response activities, including investigating alerts and documenting findings. Maintain cybersecurity training and awareness initiatives for internal users and MSP clients. Maintain knowledge of industry best practices and emerging threats relevant to the telecom and ISP environment.

Customer Support

Assist in responding to customer service calls related to internet, phone, TV, fixed wireless, and other related services. Troubleshoot common residential and business service issues, including connectivity problems, equipment resets, and service outages. Provide guidance to customers on using their devices and services, such as remotes, DVR systems, Wi-Fi settings, and basic home network setups. Support Technicians for the BSP will be expected to participate in the BSP on-call rotation. This may require the Support Supervisor to provide coverage as needed. Help field technicians and customer service representatives resolve escalated service tickets. Maintain accurate logs of customer interactions via trouble t

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