End User Support Supervisor

Addison Group; Austin (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Addison Group is seeking an End User Support Supervisor in Austin, TX to lead a multi-office Deskside Support team and ensure exceptional IT service delivery. This role combines people leadership with hands-on technical support and acts as the primary escalation point for complex issues.

You will oversee hiring, onboarding, coaching, PTO, timesheets, and performance reviews, while driving service level adherence, knowledge management, and process improvements across the organization.

Qualifications

• 5+ years in End User Support or Deskside Support.
• 2+ years direct people management responsibility.
• Hiring, coaching, and employee development experience.
• Strong customer service orientation and executive support.
• Advanced knowledge of Windows 11 and Microsoft 365.
• Experience with Intune, SCCM, or Jamf.
• Familiarity with ITIL practices and service management.
• Experience with ticketing systems like ConnectWise or ServiceNow.
• Networking basics: TCP/IP, DNS, DHCP, wireless.
• Strong organizational and leadership skills.

Responsibilities

• Directly supervise a team of Deskside Support Technicians across multiple office locations.
• Conduct annual performance reviews and ongoing discussions.
• Manage hiring, onboarding, coaching, development, and approvals.
• Approve PTO requests, schedules, and timesheets.
• Monitor ticket queues, SLAs, and KPIs.
• Act as primary escalation point for complex issues.
• Collaborate with Infrastructure, Security, and Applications teams.
• Identify trends and opportunities for process improvement.
• Support office expansions, relocations, and technology rollouts.
• Ensure documentation and knowledge base remain current.

Skills

People management

Leadership

Customer service

Communication

Project coordination

Tools

Intune

SCCM

Jamf

ConnectWise

ServiceNow

Job description

The End User Support Supervisor is responsible for leading and developing a team of End User Support Technicians while ensuring the delivery of exceptional IT support services across Addison Group offices. This role combines people leadership, operational oversight, and hands‑on technical support. The Supervisor is accountable for employee performance, hiring, onboarding, coaching, PTO approvals, timesheet management, and annual performance reviews while serving as a key escalation point for technical issues and support operations.

Responsibilities:

• Directly supervise a team of Deskside Support Technicians across multiple office locations.
• Conduct annual performance reviews and ongoing performance management discussions.
• Manage employee hiring, onboarding, coaching, development, disciplinary actions, and terminations.
• Approve and manage employee PTO requests, schedules, and timesheets.
• Establish team goals, monitor performance metrics, and drive accountability.
• Conduct regular one‑on‑one meetings and team meetings.
• Foster a culture of customer service excellence, teamwork, and continuous improvement.
• Ensure appropriate staffing coverage and workload distribution across supported locations.
• Partner with HR and leadership on employee relations and talent development initiatives.

Service Delivery & Operations

• Monitor ticket queues and ensure compliance with service levels, KPIs, and operational standards.
• Act as the primary escalation point for complex support issues.
• Collaborate with Infrastructure, Information Security, and Application teams to resolve technical challenges.
• Identify trends, recurring issues, and opportunities for process improvement and automation.
• Ensure documentation, knowledge base articles, and operational procedures remain current and accurate.
• Partner with Level 1 support teams and managed service providers to improve ticket routing and resolution efficiency.
• Support office expansions, relocations, refresh projects, and technology rollouts.

Technical Support

• Deliver white-glove support for executives and key business stakeholders.
• Provide hands‑on support for hardware, software, networking, and mobility issues when required.
• Support Windows 11, Microsoft 365, Outlook, enterprise applications, and endpoint technologies.
• Manage device deployments, refreshes, imaging, provisioning, and asset lifecycle activities.
• Troubleshoot laptops, desktops, printers, mobile devices, and conference room technologies.
• Maintain meeting room technology and audiovisual systems to ensure operational readiness.
• Participate in after‑hours support activities as required for critical incidents, maintenance, or project implementations.

Knowledge, Skills, Education:

• 5+ years of experience in Corporate Help Desk, End User Support, or Deskside Support.
• 2+ years of direct people management experience with responsibility for performance management and employee development.
• Demonstrated experience with hiring, coaching, disciplinary actions, and employee engagement.
• Strong customer service orientation and executive support experience.
• Advanced knowledge of Windows 11, Active Directory, Microsoft 365, device imaging, and account provisioning.
• Experience with endpoint management platforms such as Intune, SCCM, Jamf, or similar tools.
• Familiarity with ITIL practices and service management processes.
• Experience with ticketing systems such as ConnectWise, ServiceNow, or equivalent platforms.
• Understanding of networking fundamentals including TCP/IP, DNS, DHCP, and wireless technologies.
• Strong organizational, communication, and leadership skills.
• Ability to prioritize work, manage competing demands, and lead teams in a fast‑paced environment.