Supervisor, Systems Support

Position Overview

The Supervisor, Systems Support is responsible for leading the delivery of end-user technology support services across the organization. This role provides day-to-day leadership of the Systems Support team, ensuring high-quality service delivery, operational excellence, and alignment with business objectives. The Supervisor is accountable for team performance, customer satisfaction, incident and request management, knowledge management, continuous improvement initiatives, and operational reporting.

The successful candidate combines strong technical knowledge with proven leadership capabilities, using data-driven decision making to improve service quality, team effectiveness, and user experience. This role serves as a key escalation point, partners closely with stakeholders across the business, and fosters a culture of accountability, collaboration, continuous learning, and exceptional customer service.

Leaders at Adaptive demonstrate behaviors consistent with Adaptive’s Core Values and Leadership Principles. Critical functions of your role include helping establish individual team member goals, aligning those individual goals with broader team objectives, and ensuring those objectives drive the achievement of company goals. Providing thoughtful coaching and consistent feedback to your team members will drive performance excellence and accountability, as well as support your team members’ growth and development. Leaders at Adaptive create an environment of belonging, respect, and open and honest communication every day.

Key Responsibilities and Essential Functions

• Provide direct supervision, coaching, development, and performance management for IT Support team members.
• Establish individual and team goals aligned with departmental and organizational objectives.
• Foster a culture of accountability, collaboration, continuous learning, and customer service excellence.
• Support workforce planning, onboarding, scheduling, and resource allocation activities.
• Oversee daily service desk and end-user support operations, ensuring timely resolution of incidents and requests.
• Manage ticket queue health, backlog reduction efforts, escalations, and workload balancing.
• Serve as a primary escalation point for complex technical and customer-impacting issues.
• Coordinate major incident response activities and stakeholder communications.
• Monitor service performance against established service level objectives and key performance indicators.
• Analyze operational data and service metrics to identify trends, risks, and improvement opportunities.
• Develop and maintain operational dashboards, reports, and performance reviews.
• Drive continual service improvement initiatives to enhance efficiency, quality, and customer satisfaction.
• Identify and implement process improvements, automation opportunities, and operational best practices.
• Analyze operational data and service metrics to identify trends, risks, and improvement opportunities.
• Develop and maintain operational dashboards, reports, and performance reviews.
• Drive continual service improvement initiatives to enhance efficiency, quality, and customer satisfaction.
• Identify and implement process improvements, automation opportunities, and operational best practices.
• Partner with business leaders, Corporate IT teams, Security, Infrastructure, and Enterprise Applications teams to ensure effective support services.
• Communicate service performance, risks, issues, and improvement initiatives to leadership and key stakeholders.
• Support organizational initiatives and technology deployments through effective planning and execution.
• Ensure adherence to company policies, security standards, regulatory requirements, and information handling procedures.
• Promote security awareness and best practices within the support organization.
• Support audit, compliance, and asset management activities as required.
• All other duties as assigned

Position Requirements

Required:

• Bachelor's degree in Information Technology, Computer Science, Business, or equivalent work experience.
• 7+ years of progressive IT support experience, including leadership or supervisory responsibilities.
• Demonstrated experience leading service desk, desktop support, or end-user support teams.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Proven ability to communicate technical concepts to technical and non-technical audiences.
• Experience using service management frameworks and best practices (ITIL preferred).
• Strong customer service and stakeholder management skills.

Preferred Skills & Experience:

• ServiceNow or comparable IT Service Management (ITSM) platform.
• Microsoft 365 administration and support.
• Microsoft Azure and cloud-based services.
• Windows 11 and macOS support.
• Identity and access management technologies, including Active Directory and Entra ID.
• Endpoint management platforms such as Microsoft Intune and Jamf.
• Collaboration technologies including Microsoft Teams and related productivity platforms.
• Basic understanding of networking, endpoint security, and enterprise infrastructure services.

Working Conditions

Administrative work in a home/office environment. 

Regular weekday work hours, with occasional weekend/after-hours planned or unplanned work as needed.

Physical Requirements

Occasional lifting/moving/installation of computer systems and other office/datacenter equipment.  Occasional work in datacenter environments. Occasional work in laboratory environments requiring the use of protective equipment and clothing.

Compensation

Salary Range: $90,000 - $135,000

Possible “other compensation” elements to include:

• equity grant
• bonus eligible