Information Technology Support Supervisor
Insight Global, Birmingham, AL, United States
We are seeking an IT Support Supervisor to lead day-to-day operations for a large, distributed IT support organization. This role manages workflow, escalations, and performance for a team of 20+ onsite and remote technicians supporting 10,000+ users and 40,000+ devices across North America.
You will serve as a primary escalation point, ensure coverage and responsiveness across shifts, and use data-driven insights to improve service quality, efficiency, and alignment with broader business goals. The ideal candidate brings strong people leadership, technical depth, and experience operating at scale in a quality-sensitive enterprise environment.
Key Responsibilities & Qualifications
Oversee daily workflow, staffing, and prioritization of incidents and service requests across multiple shifts
Act as an escalation point for complex, multi-layer IT issues involving cloud, on-prem, networking, security, and proprietary systems
Build, monitor, and leverage performance metrics to drive continuous improvement using tools such as Excel, Power BI, ServiceNow, and Power Platform
Lead onboarding, training, and ongoing development of IT support staff to build depth and strengthen team capability
Collaborate closely with infrastructure teams, business stakeholders, vendors, and leadership to resolve issues and support IT initiatives
Support and contribute to IT projects, documentation, asset management, and operational initiatives
Required Experience
5+ years of hands‑on IT support experience across multiple disciplines
3+ years of people management experience with multiple direct reports
Strong working knowledge of Windows environments, O365, networking fundamentals, and security concepts
Proven ability to analyze data, define metrics, and translate insights into operational improvements
Preferred Qualifications
Bachelor’s degree or equivalent experience
IT certifications such as A+, Network+, Security+, or Microsoft certifications
Experience with PowerShell, Active Directory, SCCM, Intune, mobile device management, and enterprise asset management tools
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You will serve as a primary escalation point, ensure coverage and responsiveness across shifts, and use data-driven insights to improve service quality, efficiency, and alignment with broader business goals. The ideal candidate brings strong people leadership, technical depth, and experience operating at scale in a quality-sensitive enterprise environment.
Key Responsibilities & Qualifications
Oversee daily workflow, staffing, and prioritization of incidents and service requests across multiple shifts
Act as an escalation point for complex, multi-layer IT issues involving cloud, on-prem, networking, security, and proprietary systems
Build, monitor, and leverage performance metrics to drive continuous improvement using tools such as Excel, Power BI, ServiceNow, and Power Platform
Lead onboarding, training, and ongoing development of IT support staff to build depth and strengthen team capability
Collaborate closely with infrastructure teams, business stakeholders, vendors, and leadership to resolve issues and support IT initiatives
Support and contribute to IT projects, documentation, asset management, and operational initiatives
Required Experience
5+ years of hands‑on IT support experience across multiple disciplines
3+ years of people management experience with multiple direct reports
Strong working knowledge of Windows environments, O365, networking fundamentals, and security concepts
Proven ability to analyze data, define metrics, and translate insights into operational improvements
Preferred Qualifications
Bachelor’s degree or equivalent experience
IT certifications such as A+, Network+, Security+, or Microsoft certifications
Experience with PowerShell, Active Directory, SCCM, Intune, mobile device management, and enterprise asset management tools
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