Hybrid IT Support Leader

PCI Federal; Atmore (AL); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Short Term Disability

Long Term Disability

Life Insurance

401k and Company Matching

Flexible Spending Account

Tuition Reimbursement

11 Holidays

Job summary

PCI Federal Services is seeking an IT Support Supervisor to lead day-to-day end-user technology support and act as a hands-on technical resource. This role supervises IT support staff, manages workload, and drives continuous improvement of the user technology experience.

The ideal candidate blends strong technical knowledge with practical leadership, balancing people, priorities, service quality, and complex issues. Hybrid work in Atmore, AL is available with periodic travel as needed.

Qualifications

• 5+ years of progressively responsible IT support or service desk experience.
• Experience supervising, leading, coaching, or coordinating technical staff.
• Strong knowledge of Windows 11, Microsoft 365, endpoint management, identity/access, and modern workplace technologies.
• Ability to resolve complex technical issues and serve as escalation resource.
• Experience with IT service management systems and support processes.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to balance people leadership with hands-on technical responsibilities.

Responsibilities

• Supervise IT support personnel, including assignments, coverage, coaching, development, and performance feedback.
• Own day-to-day IT support function, including ticket backlog, service levels, escalations, documentation quality, and user communication.
• Manage the support queue and ensure incidents and requests are prioritized, assigned, and resolved.
• Serve as the escalation point for complex technical issues and employee concerns.
• Provide advanced support for Windows 11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Entra ID, Intune, endpoints, authentication, and connectivity.
• Monitor ticket trends and support metrics; recommend improvements to processes, tools, training, and service delivery.
• Maintain and improve support procedures, knowledge articles, and service standards.
• Oversee onboarding/offboarding, equipment deployment, and IT asset lifecycle management.
• Identify opportunities to improve and automate support processes using Microsoft technologies, PowerShell, ITSM workflows, and other tools.
• Support Microsoft 365 and Copilot adoption by identifying recurring support and training needs.
• Coordinate end-user technology deployments and lead smaller IT projects.
• Collaborate with infrastructure, cybersecurity, application, and vendor resources to resolve issues outside scope.
• Ensure security, access-controls, and data-handling requirements are met.

Skills

IT support

Team leadership

Windows 11

Microsoft 365

ITSM

Customer service

Problem solving

Education

Associate or Bachelor’s degree in IT

Certifications (ITIL, CompTIA, etc.)

Tools

SysAid

ServiceNow

Job description

PCI Federal Services is seeking an IT Support Supervisor to lead day-to-day end-user technology support and act as a hands-on technical resource. This role supervises IT support staff, manages workload, and drives continuous improvement of the user technology experience.

The ideal candidate blends strong technical knowledge with practical leadership, balancing people, priorities, service quality, and complex issues. Hybrid work in Atmore, AL is available with periodic travel as needed.