Field Support Services Supervisor

Overview

Field Support Services Supervisor

Technical Management

• Lead the Client Technology team providing L2 support for hardware and software issues, ensuring minimal disruption to end-users.
• Act as the primary escalation point for complex technical incidents, maintaining ownership until resolution.
• Conduct Root Cause Analysis (RCA), implement workarounds, and drive permanent solutions for recurring issues.
• Manage end-user computing initiatives including OS rollouts, application deployments, and device standardization.
• Support IT Asset and Configuration Management processes, ensuring accurate tracking and lifecycle governance.
• Prepare technical reports and provide updates on support operations and ongoing projects.

IT Operational Support

• Provide technical leadership in endpoint management tools such as SCCM, Microsoft Intune, and patch management systems.
• Oversee daily support operations, ensuring high service quality and user satisfaction.
• Conduct system audits, health checks, and performance reviews to identify improvement areas.
• Develop and maintain IT documentation including SOPs, user guides, and training materials.
• Participate in Incident and Problem Management processes to minimize service disruptions and maintain knowledge bases.

Resource & Stakeholder Management

• Manage and allocate team resources effectively to meet operational demands and service levels.
• Build strong relationships with internal stakeholders and external vendors to enhance service delivery.
• Collaborate with business units to understand technology needs and deliver aligned IT support solutions.
• Manage budgets related to IT support operations, optimizing costs while maintaining performance.
• Conduct team performance evaluations and identify training and development opportunities.
• Support additional responsibilities as required to meet organizational goals.

Asset Management

• Identify opportunities to optimize utilization of IT assets and improve return on investment.
• Communicate asset management strategies effectively across teams and stakeholders.
• Benchmark industry best practices and recommend improvements to enhance asset management processes.

& Education

• Minimum 8 years of IT experience, including at least 5 years in a similar supervisory role.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.

Technical Skills

• Strong experience in IT Service Management and end-user computing support (hardware & software).
• Hands-on expertise with SCCM, Microsoft Intune, and endpoint management tools.
• Solid understanding of IT infrastructure, systems, and service delivery frameworks.
• Proven experience in managing teams within IT support environments.
• Experience in large-scale environments such as sports venues, entertainment, or similar industries is highly preferred.

• Microsoft Certified: Modern Desktop Administrator (preferred)

• ITIL Certification or equivalent in IT Service Management

Benefits

• Competitive Salary + Benefits Package