IT Supervisor

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The primary responsibilities of the IT Site Supervisor position are to oversee the installation, maintenance, and support of computer hardware and software in a break/fix environment while supervising the onsite IT team and ensuring smooth IT operations at the site.

As an IT Site Supervisor, You Will…

• Oversee and support the installation, configuration, testing, and maintenance of workstations, peripherals, and software, ensuring that all systems at the site are fully functional.
• Supervise the onsite IT Generalists by conducting regular one-to-one sessions, coaching discussions, and supporting their professional development and performance expectations.
• Manage, upgrade, and direct the installation, operation, and maintenance of all IT hardware, including desktops, laptops, Chromebox devices, and printers, as well as the software used across the facility.
• Ensure that organizational and IT standards are properly implemented, maintained, and followed within the site.
• Track, organize, and maintain physical hardware, IT equipment, asset records, and documentation for the location.
• Maintain the cleanliness and organization of IT areas, storage rooms, and workstation setups within the facility.
• Engage with internal teams and external clients by providing updates, communicating solutions, and ensuring compliance with all IT processes and standards.
• Provide advanced IT support as required and step in to handle escalations that go beyond the scope of IT Generalists.
• Monitor, interpret, and validate service delivery metrics, using them to identify issues, resolve problems, and support operational improvements.
• Coordinate resources, schedules, and activities to complete IT-related and cross-departmental projects.
• Conduct system audits, verify application results, and support activities related to information security, backup procedures, and disaster recovery.
• Take ownership of complex technical issues and collaborate with local, regional, or global stakeholders when additional support is required.
• Maintain a safe, secure, and compliant IT environment that aligns with company policies, procedures, and operational expectations.
• Prepare documentation and report on system performance, team updates, and operational activities as required.
• Work collaboratively across departments to support business needs in a fast-paced, time-sensitive environment.
• Provide operational support for the entire site, the IT department, and the wider organization whenever needed.
• Support shifting schedules and be available to assist a 24/7 operational environment when required.

As an IT Site Supervisor, You Have…

• A high school diploma or equivalent, with post-secondary education preferred.
• At least three years of IT experience and one year of supervisory or team-lead experience.
• Experience with Microsoft desktop and server platforms, ChromeOS devices, and software management tools.
• Working knowledge of MS Windows, macOS/iOS, Android, and other system environments.
• Strong technical ability in installing, diagnosing, repairing, and upgrading hardware, including desktops, laptops, and printers, as well as managing imaging and software deployment processes.
• Strong organizational, time-management, and project-coordination skills, with the ability to multitask and self-manage.
• Excellent communication and presentation skills, with strong attention to detail.
• Strong analytical and customer service skills, with the ability to work independently and in collaboration with various teams.
• A proactive, reliable, and resourceful attitude toward problem-solving and technical service delivery.
• The ability to interact effectively with employees at all levels and work confidently with individuals from diverse backgrounds.
• A tech-savvy mindset and awareness of new and emerging technologies, such as tablets, gaming consoles, and modern display devices.