Technical Support Supervisor

Position Summary

The Technical Support Supervisor will lead and manage a team providing ITS support to all staff across multiple site locations throughout the city of Lynn, Massachusetts. This role requires a strong focus on service delivery, issue resolution, and team development.

Basic Qualifications:

· Bachelor’s Degree in Computer Science, Information Technology, or a related field, or equivalent experience.

· CompTIA A+ certification.

· 3+ years of experience in Information Technology Services or a related field.

· Strong understanding of IT systems and applications, such as Epic, Microsoft 365, Palo Alto, Cisco, Meraki, Citrix, etc.

· Strong knowledge of Windows operating systems.

Desired Qualifications:

· Supervisory or lead experience

· Experience working for a healthcare organization.

· Experience managing and leading projects.

· Experience supporting Windows and iOS devices in an MDM environment.

· Knowledge of regulatory requirements and compliance standards relevant to healthcare IT, such as HIPAA.

· Strong interpersonal skills with the ability to effectively communicate and collaborate with diverse stakeholders, including clinical and administrative staff.

Duties & Responsibilities:

· Implement and maintain hardware and software solutions, including PCs, laptops, tablets, and peripherals, across the organization.

· Collect and analyze support data to identify trends, root causes, and opportunities for process improvement.

· Diagnose and resolve complex technical issues to ensure optimal system performance and user satisfaction.

· Oversee ticket workflow, assign tasks, and monitor service level agreements to optimize support efficiency.

· Establish and track key performance indicators (KPIs) to measure team effectiveness and identify areas for enhancement.