IT Support Supervisor

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

Ecke Holding Company LLC, doing business as PCI Federal, was formed under the Poarch Band of Creek Indians Tribe to provide high quality products and services to Federal customers. Ecke is a Muskogee word for “mother” and reflects the role of the holding company. PCI Federal provides the common connection and integration that enables our collective success. Our portfolio of companies share the Tribe’s values of fairness, trustworthiness, commitment to something bigger than self, perseverance, respect for contribution, open, and honest communication, collaboration, open to new ideas and accomplishment. Through these values, PCI Federal focuses on delivering exceptional services that exceed our customers’ expectations.

At PCI Federal, we are passionate about helping our employees meet their professional goals and achieve success, while maintaining work/life balance. We offer an excellent benefits package that includes vacation and personal time off, as well as a generous 401(k) match.

Accessibility:

PCI Federal’s companies are committed to working with and providingreasonable accommodation to individuals with physical and mentaldisabilities. If you need special assistance or an accommodation whileseeking employment, please email [e-mail]. We will make adetermination on your request for reasonable accommodation on acase-by-case basis.

PCI Federal and its subsidiaries do not discriminate on the basis of age, sex, race,national origin, religion, marital status, sexual orientation or identity,Veterans or Disability status.

Preference may be extended to qualified Native American Indiancandidates.

• Health Insurance
• Vision Insurance
• Short Term Disability
• Long Term Disability
• Life Insurance
• Pet Insurance
• 401k and Company Matching
• Flexible Spending Account
• Tuition Reimbursement
• 11 Holidays

Location:

Atmore, AL

Remote Status:

Hybrid

Job Id:

140-Corporate

# of Openings:

1

Position 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 position supervises IT support personnel, manages workload and escalations, monitors service performance, develops team capabilities, and drives continuous improvement of the employee technology experience.

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

Key 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
• 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

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.

Preferred

• Experience with Microsoft Entra ID, Intune, and Microsoft 365 administration/support.
• Experience with SysAid, ServiceNow, or another ITSM platform.
• Experience with PowerShell, automation, or workflow improvement.
• Experience using service metrics and trends to improve support operations.
• ITIL, Microsoft, CompTIA, or comparable certification.
• Experience supporting geographically distributed and remote employees.
• Experience in a government contracting, regulated, or security-conscious environment.

Education

Associate or bachelor’s degree in information technology, Computer Science, Information Systems, or a related field preferred. Relevant professional experience, military technical training, certifications, or an equivalent combination of education and experience may be considered.

Work Requirements

This position may be based in Huntsville, Atmore, the Washington, DC metropolitan area, or remote. Periodic travel to PCI Federal locations may be required.