IT Client Services Supervisor

Role & Responsibilities:

• Team Leadership & Supervision: Supervise, coach, and mentor IT client services staff. Assign and prioritize support tickets to meet service level agreements (SLAs). Conduct performance reviews, training, and scheduling. Foster a customer-focused, collaborative team culture.
• Service Delivery & Operations: Oversee daily help desk operations, including incident, request, and problem management.. Ensure timely resolution and escalation of technical issues. Enforce IT and cybersecurity policies (acceptable use, endpoint security, patching, MFA, remote access, etc.). Ensure devices, users, and networks comply with corporate security standards. Coordinate audits, vulnerability remediation, and compliance reporting as needed. Manage endpoint compliance tools (Intune, MDM, EDR, patching platforms). Monitor ticket queues, trends, and service metrics. Act as an escalation point for complex or high-impact issues. Manage on-prem and hybrid infrastructure (LAN/WAN, Wi-Fi, firewalls, VPN, endpoints, printers, VOIP). Coordinate with MSPs, ISPs, hardware vendors, and SaaS providers. Oversee hardware lifecycle management (procurement, imaging, deployment, asset tracking, retirement). Maintain documentation of network topology, systems inventory, and standard builds. Act as first responder for security incidents (phishing, malware, compromised accounts). Coordinate containment, remediation, and user communication with security leadership. Conduct basic forensic triage and root cause documentation. Train users on security awareness and phishing simulations.
• Technical Support: Provide advanced technical support for hardware, software, network, and application issues. Support onboarding/offboarding processes and user account management. Coordinate with infrastructure, security, and application teams as needed.
• Process Improvement: Develop, document, and maintain IT support procedures and knowledge base articles. Identify recurring issues and recommend preventive solutions. Support ITIL-based best practices and continuous service improvement initiatives.
• Customer & Stakeholder Communication: Serve as a liaison between IT and business users. Communicate service outages, changes, and resolutions effectively. Gather user feedback and drive improvements in client satisfaction.
• Performance Documentation & Support: Actively manage employee performance by maintaining ongoing documentation related to skills, performance trends, development progress, and compliance. Conduct regularly scheduled one-on-one meetings to provide coaching, feedback, and goal alignment. Utilize documented insights to support annual performance reviews, performance management processes, succession planning, and informed management decision-making, including identifying high-potential talent and workforce readiness. 
• Timesheet Management & Approvals: Review, verify, and approve employee timesheets, sick time, paid time off (PTO), and floating holiday requests in a timely and accurate manner, ensuring compliance with company policies, payroll schedules, and applicable labor regulations. Evaluate and manage time-off approvals with consideration for maintaining appropriate staffing levels to support operational needs and quality output. Resolve discrepancies, address timekeeping issues, and coordinate with payroll as needed to ensure accurate and timely pay processing.
• Other duties as assigned

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3+ years of progressive IT support experience with at least 1+ years in a lead or supervisory capacity required.
• Experience with ITSM platforms, FreshService preferred
• ITIL certification preferred
• Windows/macOS endpoint management (Intune, AD, Entra, etc)
• Networking fundamentals (VLANs, VPNs, DNS, DHCP, Wi-Fi)
• Endpoint security tools (EDR, AV, DLP)
• Familiarity with ticketing systems and remote support tools. ( Freshservice, etc.)
• Basic understanding of networking, security, and IT infrastructure.
• Strong people management and coaching skills.
• Excellent communication and customer service skills.
• Ability to prioritize, multitask, and work under pressure.
• Analytical and problem-solving mindset.

ANA’s Core Values:

• Root Cause Problem Solving
• Be Creative with Solutions
• Build open and honest relationships
• Build a positive team and family spirit
• Be inclusive
• Look for better ways
• Be humble
• Urgency

Benefits & Perks:

• Competitive pay
• 401k with company contribution
• Medical, Dental, & Vision
• Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Employee Assistance Program
• Employee Appreciation Programs