IT Support Supervisor

Overview

National Debt Relief is seeking a remoter IT Support Supervisor to join our growing technology team. Reporting to the IT Support Services Manager, the IT Support Supervisor ‘s primary role is to oversee the ticket queues ensuring tickets are within SLA, updated to proper status and audit for ticket etiquette. Provide support the end users while supervising a team of IT Support Analysts, ensuring the highest levels of customer service.

 

This role will serve as supervisor the IT Support Analyst team, acting as an escalation point for technical and support challenges, ensuring that support tickets are being handled in a satisfactory manner with SLA’s met.  The IT Support Supervisor will perform supervisory duties as delegated by the manager, serving as a backup to the manager ensuring shift coverage and clean handoffs of tickets within the team and escalations to other support teams. The IT Support Supervisor will support and assist with subsidiaries and affiliated companies.

 

Responsibilities

• Supervise a team of IT Support Analysts in the US, ensuring adequate IT staff coverage to meet the needs of the business
• Monitor ticket queue to identify, prioritize and/or escalate incidents and service requests
• Prepare reports and metrics on ticket counts, time to first contact, time to resolution, SLA adherence and any other reports as requested by management.
• Provide desk side and remote support to 4000+ users and endpoints
• Handle and resolve tickets from end users experiencing issues related to hardware, applications, mobile devices
• Create, support and maintain end users accounts, distribution lists, security groups and shared mailboxes through Active Directory and O365 admin portal
• Deploy remote desktop images per organization standards
• Assist with the creation and maintenance of knowledgebase articles for IT Support staff and end users
• Partner with the IT Operations team to ensure adequate coverage and support for incoming new hires and asset inventory
• Work with the Desktop Engineering team on desktop deployments, image updates and proactive management of the desktop environment as needed
• Assist with desktop upgrades, projects and initiatives as required
• Periodic after-hours support and coverage may be required

Qualifications

Required Skills/Abilities:

• Proven experience supporting a large environment comprised of Windows OS and Mac OSX
• Strong knowledge and support of Microsoft office applications
• Prior experience creating and maintaining Active Directory user accounts and 0365 user mailboxes
• Prior experience providing remote user support.
• ITIL Certification
• Extensive expertise with ITSM solutions
• Prior experience utilizing IT Ticketing systems and managing reports
• Firm understandings of KPIs, SLAs and customer surveys
• Strong problem solving, analytical skills, and critical thinker.
• Organized, team oriented, with go getter attitude.
• Ability to deal effectively with competing priorities and demands.
• Strong written and oral communication skills with the ability to deal with staff at all levels.
• Excellent listening skills, to enable the understanding and dissemination of requirements from users at all levels.
• Collaborative approach and strong relationship building skills.
• Ability to lift 50 pounds.

Education/Experience:

• Prior IT team leader or supervisor experience is required
• 5+ years’ experience in an IT Support position
• Bachelor’s degree in Computer Science, Information Systems or related discipline preferred

Role Requirements:

• Classified as a full-time position with 8-hour workdays and 40-hour work weeks plus overtime as needed 
• Role requires the use of a computer, including use of a keyboard and ability to look at a computer screen for extended periods of time
• If an applicant has a disability or impairment that prevents you from meeting any of these requirements, the Company will engage in an interactive process and consider reasonable accommodations to enable applicants to fulfill the essential functions of the position

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.

About National Debt Relief

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

National Debt Relief for Best Remote Places to Work 2025!

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $100,000 to $120,000 annually.

Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see hereFor information about our Applicant Terms, please see here

 

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