IT Support Lead & Service Desk Supervisor

PCI Federal; Huntsville (AL); Remote; USD 60,000 - 90,000; Full time

Job summary

PCI Federal Services is seeking an IT Support Supervisor to lead day-to-day end-user technology support while remaining a hands-on technical resource. This role supervises IT support personnel, manages workloads and escalations, and drives continuous improvement of the employee technology experience.

The ideal candidate combines strong technical knowledge with practical leadership skills and can balance people, priorities, service quality, and complex technical issues.

Qualifications

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

Responsibilities

• Supervise IT support personnel, including work assignments, coverage, coaching, development, and performance feedback.
• Own day-to-day performance of the IT support function, including ticket backlog, service levels, escalations, documentation quality, and user communication.
• Manage the support queue and ensure incidents and requests are appropriately 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 and recommend improvements to processes, tools, training, and service delivery.
• Maintain and improve support procedures, escalation practices, knowledge articles, and service standards.
• Oversee support activities related to employee 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 approved tools.
• Support Microsoft 365 and Copilot adoption by identifying recurring support and training needs.
• Coordinate end-user technology deployments and lead smaller IT projects.
• Work with infrastructure, cybersecurity, application, and vendor resources to resolve issues outside the support team's scope.
• Ensure support activities follow company security, access-control, and data-handling requirements.
• Assign and balance daily ticket workload.
• Ensure adequate phone, remote-support and onsite coverage.
• Monitor aging tickets, unassigned tickets and breached service targets.
• Conduct regular team meetings and one-on-one coaching.
• Coordinate schedules, coverage and after-hours support.
• Review ticket documentation and customer communication.
• Identify training and development needs.
• The supervisor owns operational reporting for: Ticket backlog and aging; First response and resolution performance; Tickets Reopened; Repeat incidents; Escalation volume and quality; Customer communication; Knowledge article creation and use; Onboarding and offboarding completion; Equipment deployment and recovery; Security-procedure adherence; Training needs; Recurring problem categories

Skills

Windows 11

Microsoft 365

Endpoint management

Identity/access management

Modern workplace technologies

Leadership

Customer service

Education

Associate or Bachelor’s degree in Information Technology

Tools

SysAid

ServiceNow

PowerShell

Job description

PCI Federal Services is seeking an IT Support Supervisor to lead day-to-day end-user technology support while remaining a hands-on technical resource. This role supervises IT support personnel, manages workloads and escalations, and drives continuous improvement of the employee technology experience.

The ideal candidate combines strong technical knowledge with practical leadership skills and can balance people, priorities, service quality, and complex technical issues.