Information Technology Supervisor (Remote)

About Patriot Growth Insurance Services: Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot’s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Position Overview: Our company seeks an experienced Information Technology (IT) professional with leadership skills, who is detail oriented and thrives in a fast-paced environment, to join our team as an IT Supervisor. In this position you will play a lead role in ensuring the efficient and secure functioning of our organization's technology systems. This includes providing leadership and guidance to our staff of IT professionals who handle end-user ticket items, troubleshooting, technical analysis, and resolution over hardware and software issues, assist in maintaining network infrastructure, and implement solutions to enhance our overall IT operational efficiency.

Work Location: This is a full-time, fully remote position, with a preference for qualified candidates who reside in the U.S. Eastern or Central time zones.

Professional Responsibilities:

• Supervise the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they can provide high-quality customer service to the firm's staff and clients
• Manage the day-to-day operations of the company service desk, ensuring that all requests for technical support are handled in a timely and efficient manner
• Develop and implement technical support processes and procedures to improve the efficiency and effectiveness of the service desk
• Monitor and report on service desk performance, identify areas for improvement, and then implement those changes needed to ensure SLAs are met
• Proactively use service desk management software to manage support requests and monitor performance
• Collaborate with other members of the IT support department to ensure that the service desk is able to provide effective support for all IT systems and services
• Offer training and support to Service Desk Analysts to ensure that they are capable in use of the firm's IT systems and provide high-quality customer service
• Handle escalated support requests, including working with other members of the IT department as needed, to resolve complex issues

Qualifications and Requirements:

• An Associate of Science (A.S.) degree in a technology-related field is preferred
• 5+ years of relevant work experience in a technology support environment supervising an organization’s service desk system, including experience with hardware configuration, supporting workstations, laptops, and printers
• ITIL Foundation certification, or other IT services-related certifications are preferred
• Demonstrated success in a technology-related supervisory position
• Strong technical knowledge of IT systems and services, including implementing, maintaining, and supporting Windows operating systems and MS Office application suites including Exchange and other document systems
• Strong technical writing, including the ability to write reports, business correspondence, and procedure manuals
• Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions
• Ability to motivate, coach and develop other IT staff such as Service Desk Analysts
• Ability to be a change agent and drive new firm initiatives
• Excellent interpersonal and communication skills (both written and oral)
• Strong problem-solving and organizational skills, managing multiple priorities simultaneously, and the able to think creatively to find solutions to complex issues
• Flexibility to work additional hours, as necessary

Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company Paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

Salary Range: A starting base salary in the $85,000 - $95,000 range, depending on the candidate’s experience. The position is also eligible for the company's incentive compensation plan.

• A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot will make hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy: Patriot's EEO and DEI Policy.