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.