IT Support Supervisor

Job Summary

Leading a dedicated support team, the full-time IT Support Analyst Supervisor will manage incident response for high-severity issues, develop training materials, and ensure efficient resolution of technical problems for court reporters using the Maggie product in a remote environment.

Key responsibilities

• Supervise and coach analysts handling inbound support tickets, calls, and chats
• Triage high-severity incidents and coordinate cross-team responses for critical events
• Maintain and expand the knowledge base, runbooks, and training materials for support operations

Required qualifications

• Proven experience in IT support or incident management
• Strong background in supervising technical teams and managing escalations
• Experience with creating training materials and knowledge bases
• Familiarity with hardware and network troubleshooting
• Ability to analyze support metrics and identify improvement opportunities