IT Support Supervisor

SupportNinja; Clark (NJ); On-site; USD 80,000 - 110,000; Full time

Job summary

SupportNinja is seeking an experienced IT Support Supervisor to lead IT operations in Clark, New Jersey. This role involves managing a dynamic team to optimize call center IT infrastructure. Candidates should possess strong leadership skills, technical expertise in systems relevant to call center operations, and a commitment to fostering a collaborative work environment. The position offers competitive compensation and several employee benefits, including health insurance and retirement plans.

Benefits

Competitive compensation

Retirement Savings Program with Company Matching

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training

Employee Referral Program

Free lunch provided daily

Qualifications

• Minimum 5 years experience in a technical role within a call center.
• Proven leadership experience in IT.
• Strong understanding of IT infrastructure relevant to call centers.

Responsibilities

• Lead and manage a team responsible for call center IT systems.
• Resolve technical issues escalated by junior technicians.
• Analyze call center workflows for IT-driven improvements.

Skills

Leadership

Problem-solving

Analytical skills

Communication

Collaboration

Education

Bachelor's degree in Information Technology

Tools

Google Workspace

VMware vSphere

Active Directory

AWS

Job description

5 days ago Requisition ID: 1805

Work Setup: Onsiteat The Hideout, Clark, Pampanga, with the ability to travel to Sanctum, SM - North EDSA, QC as needed

We are seeking a resourceful and experiencedIT Support Supervisor to lead and manage a team responsible for the smooth operation and optimization of our call center's IT infrastructure. You will bridge the gap between IT and call center operations, ensuring efficient technology usage, resolving technical issues, and driving continuous improvement.

What does a day in the life of an IT Support Supervisor look like?

• Lead and manage a team of IT professionals (e.g., Systems Administrators) responsible for call center IT systems.
• Foster a collaborative and results-oriented work environment within the IT Systems team.
• Delegate tasks, coach team members, and ensure they meet deadlines and performance objectives.
• Serve as a technical resource and escalation point for the junior technicians on the team, resolving issues they are unable to resolve.
• Develop and implement training programs to enhance the technical skills and knowledge of the IT Systems team.
• Possess a strong understanding of various IT systems relevant to call center operations (e.g., CRM, ACD, IVR, network infrastructure).
• Analyze call center workflows and identify opportunities for IT-driven improvements and automation.
• Collaborate with IT architects and vendors to ensure optimal performance and integration of call center technologies.
• Work with IT support specialists to troubleshoot and resolve complex technical issues impacting call center agents.
• Stay up-to-date on emerging IT trends and technologies relevant to call centers (e.g., cloud solutions, AI, omnichannel support).
• Partner with call center leadership and business analysts to understand technology needs and challenges faced by call center agents.
• Develop and implement IT policies and procedures aligned with call center operations and business objectives.
• Create knowledge base articles where needed to assist with self-help and team upskilling.
• Monitor key performance indicators (KPIs) related to call center IT systems and identify areas for improvement.
• Advocate for and represent the IT Systems team within the call center, communicating technical solutions and their impact on overall performance.
• Administer server environment consisting of Windows and Linux.
• Administer Active Directory, including GPO, Authentication, DNS.
• Administer VMware vSphere infrastructure, including patching, virtual machine creation and underlying supporting hardware: ESXi physical hosts, SAN.
• Manage backup solutions for both On Prem infrastructure and AWS (AWS Backup)
• Administer Google Workspace collaboration suite as well as the integration of SSO applications.
• Administer MDM solutions for Windows, MacOS, IOS and Android.

What are the required qualifications of an IT Support Supervisor ?

• Bachelor's degree in Information Technology (IT), Computer Science, or a related field (preferred).
• Minimum 5 years of experience in a technical role within a call center environment.
• Proven leadership and team management experience.
• Strong understanding of IT infrastructure, network systems, and call center technologies.
• Excellent communication, collaboration, and interpersonal skills.
• Ability to prioritize tasks, manage time effectively, and work independently in a fast-paced environment.
• Problem-solving and analytical skills.
• Proven Google Workspace Administrator experience
• Experience working with VMware vSphere, SAN and physical servers
• Experience managing an Active Directory infrastructure, Windows and Linux servers
• Experience managing collaboration solutions like Office 365, Google Workspace.
• Experience with IAM solutions like Entra ID a plus
• Experience working with AWS, specially EC2, Route53, ELB, ACM.
• Experience with backup solutions for virtualized environment, bare-metal and AWS cloud.
• Knowledge of scripting and automation using PowerShell, Bash, or similar languages.
• Experience with project management methodologies is a plus.

Core Competencies:

• IT Systems Leadership & Management
• Call Center IT Expertise (CRM, ACD, IVR, Network)
• Technical Troubleshooting & Problem Solving
• IT & Call Center Operations Alignment
• Training & Development for IT Staff
• Communication & Collaboration
• Project Management (optional)
• Emerging Technology Awareness (Cloud, AI, Automation)
• Call Center Performance Analysis & Improvement
• Strategic IT Planning & Advocacy

Ninja Perks and Benefits
*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

#supportninjajobs