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We are looking for a skilled and motivated IT Supervisor to lead and manage a team of Field Service Technicians in the Hartford, Connecticut area. In this role, you will oversee service delivery operations, ensure technical excellence, and maintain high levels of customer satisfaction. This position requires a strong technical background, leadership expertise, and a commitment to continuous improvement.
Job Responsibility:
Lead and mentor a team of Field Service Technicians, providing guidance and conducting performance reviews
Manage service delivery operations, ensuring timely and accurate documentation, ticket resolution, and adherence to SLAs
Act as the primary escalation point for field-related incidents and provide advanced technical support when needed
Oversee quality control of fieldwork and ensure compliance with operational standards and security best practices
Facilitate departmental meetings and promote a collaborative and accountable team culture
Develop, document, and refine field service procedures to improve efficiency and service quality
Ensure professionalism and customer satisfaction during all client engagements, addressing concerns promptly
Provide technical oversight for servers, workstations, networking equipment, and Microsoft environments
Manage IT inventory processes, including shipping and receiving, to support operational needs
Participate in after-hours or on-call support rotations to meet client requirements
Requirements:
A minimum of 5 years of IT support experience, preferably in a managed services environment
At least 2 years of leadership or supervisory experience
Associate degree or equivalent work experience is required
a Bachelor’s degree is preferred
Proficiency in Microsoft environments, including Microsoft 365, Azure, and Active Directory
Strong knowledge of networking technologies such as firewalls, switches, VLANs, and VPNs
Experience with ticketing systems and technical documentation processes
Excellent troubleshooting, analytical, and communication skills
Valid driver’s license and ability to travel to client locations as needed