Onsite IT Support Supervisor - Lead Tech & Service

Foxconn Industrial Internet - FII

San Jose, Sunnyvale (CA, CA)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

Foxconn Industrial Internet - FII in San Jose is seeking an IT Support Supervisor to lead day-to-day IT help desk operations onsite. You will supervise staff, coordinate support activities, and ensure timely resolution of hardware, software, and network issues while maintaining SOPs and service standards.

The role requires strong Windows and Microsoft 365 expertise, IT security awareness, and excellent communication.

Qualifications

Associate Degree or equivalent in IT/CS.
3-5 years IT support or help desk with leadership experience.
Strong knowledge of Windows OS, Microsoft 365, desktop hardware, networking, user accounts, and common business apps.
Experience using an IT service management/help desk ticketing system.
Troubleshoot IT issues and resolve escalated incidents.
Strong IT security understanding: access management, endpoint protection, and data protection.
Excellent verbal and written communication skills.
Strong organizational and time-management skills.
Ability to lead, coach, and develop technical support staff.

Responsibilities

Supervise, coach, and support IT help desk and technical support personnel.
Assign, prioritize, and monitor service requests and incidents for timely resolution.
Serve as escalation point for complex hardware, software, network, and account issues.
Monitor help desk performance, service levels, ticket queues, and response times.
Establish and maintain IT support procedures, standards, workflows, and documentation.
Troubleshoot and resolve problems involving computers, mobile devices, printers, apps, and network connectivity.
Coordinate onboarding/offboarding, including account provisioning and asset recovery.
Manage IT hardware and software inventories and lifecycle management.
Work with vendors and third-party providers to resolve issues.
Assist with administration of Microsoft 365, AD/Entra ID, endpoint management, and collaboration tools.
Help implement IT security policies, backup practices, and cybersecurity procedures.
Identify recurring issues and propose system/process improvements.
Develop knowledge-base articles and technical documentation.
Coordinate IT projects, upgrades, deployments, and migrations.
Prepare metrics on support activity and team performance.
Provide training and guidance to IT staff and end users.