Supervisor, IT Support

Supervisor, IT Support

Job Code: U1126IT

Department: IT Infrastructure

Reports To: Manager, IT Support & Procurement

FLSA Status: Exempt

Management: Yes

About Us

Building Services 32BJ Benefit Funds ("the Funds") is the umbrella organization responsible for administering Health, Pension, Retirement Savings, Training, and Legal Services benefits to over 185,000 SEIU 32BJ members. Our mission is to make significant contributions to the lives of our members by providing high quality benefits and services.

Our five core values are: Flexibility, Initiative, Respect, Sustainability, and Teamwork (FIRST). By following these values, employees are open to different and new ways of doing things, take active steps to improve the organization, create an environment of trust and respect, approach their work with the intent of a positive outcome, and work collaboratively with colleagues.

The Funds oversees and manages $11 billion in assets, which are made up of many, varied and complex funds. The dollars come from a number of sources, including the property owners who pay into the funds on behalf of their employees, and as such, requires those who oversee and manage the money to be highly skilled financial management people.

32BJ Benefit Funds will continue to drive innovation, equity, and technology insights to further help the lives of our hard-working members and their families. We use cutting edge technology such as: M365, Dynamics 365 CRM, Dynamics 365 F&O, Azure, AWS, SQL, Snowflake, QlikView, and more.

Job Summary

The Supervisor, IT Support, is responsible for overseeing the day-to-day operations of the IT Support team, ensuring that end-users receive timely and effective technical support. This role serves as a technical leader, supervising IT Support staff, implementing and refining support processes, resolving complex technical issues, and maintaining high levels of customer satisfaction, and ensuring adherence to established service level commitments.

Essential Duties and Responsibilities

• Manages and leads the IT Support operations within the Information Technology Department, with a focus on delivering exceptional customer service, and serves as a backup to the Manager, IT Support

• Develops and maintains staff schedules to ensure adequate operational coverage

• Implements strategies to enhance customer service and the overall support experience

• Oversees daily operational performance and manages the IT Support ticketing system to ensure timely resolution of support requests, adherence to service level agreements (SLAs), and appropriate corrective action when necessary

• Develops, implements, and optimizes IT Support procedures and policies to improve efficiency and service quality

• Analyzes IT Support performance metrics, identifies trends and recurring issues, and prepares reports for management

• Manages escalated support issues and complaints, ensuring root cause analysis and resolution

• Develops and maintains strong relationships with end-users and stakeholders, by monitoring, addressing, and following through to resolution on incidents and requests

• Conducts performance evaluations and provides coaching and constructive feedback to IT Support staff

• Identifies training and development needs, facilitates cross-training opportunities, and supports technical skill development for IT Support staff

• Provides hands-on support for complex or high-priority issues, as needed

• Remains current on emerging technologies, industry trends, and support solutions

• Manages IT Support-related projects, including system upgrades, migrations, and new technology implementations

• Collaborates with IT Procurement, vendors, and external partners to track and resolve issues related to vendor performance, equipment delivery, and licensing

• Ensures assigned projects are completed on time and within budget

• Ensures IT Support operations comply with organizational policies, procedure, and applicable regulatory requirements

• Implements and promotes adherence to information security best practices

• Conducts periodic reviews and audits to identify opportunities for improvement and support compliance efforts

• Provides recommendations regarding access to information, systems, and support services

• Manages multiple priorities and assignments concurrently

• Ensures knowledge management documentation is maintained for routine tasks, incidents, change management activities, scheduling and tracking processes, policies, standards, and system implementations or upgrades

• Partners with vendor operations teams in the delivery of IT services to the Funds

• Performs other duties as assigned by management

• Provides after-hours support, including evenings, weekends, and participation in an on-call rotation, as required

Qualifications

• Minimum of six (6) years of experience in Information Technology, including at least three (3) years of experience in IT Support preferred

• Proven experience supervising IT Support staff, including selecting, training, assigning and reviewing work, coaching, motivating, and managing performance, with a minimum of one (1) year of supervisory experience preferred

• Demonstrated interpersonal and customer service skills, with a commitment to professional excellence

• Excellent verbal and written communication skills

• Proven ability to work effectively in a customer service-oriented team environment

• Ability to manage time effectively and work independently when necessary

• Experience with ITIL or other IT service management frameworks preferred

• Demonstrated analytical and problem-solving skills and attention to detail

Soft Skills

• Detail-oriented with excellent organizational and analytical skills

• Ability to plan, take initiative, work independently, and accomplish objectives in timely manner

• Ability to prioritize work effectively and meet deadlines

• Ability to establish and maintain effective working relationships with project team members, supervisors, and other employees

Education

Bachelor's degree in computer science, or related discipline

Certifications

Microsoft, ITIL and/or VMware certifications (MCSE, MCSA, MCP, VCP, VCAP) are pluses

Physical Demands

• Under 1/3 of the time: Standing, Walking, Climbing or Balancing, Stooping, Kneeling, Crouching, or Crawling

• Over 2/3 of the time: Talking or Hearing

• 100% of the time: Using Hands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reasoning Ability

High