Summary:
The IT Support Supervisor will be responsible for the supervision, development, and performance of the IT Help Desk and end-user support team, ensuring high-quality, timely technical assistance across the organization. This role provides leadership, technical guidance, and process improvement to enhance user satisfaction, optimize support efficiency, and uphold IT service standards.
Job Duties & Responsibilities:
Team Leadership & Operations.
Supervise and mentor support technicians, providing coaching, performance feedback, and development opportunities Manage daily help desk operations, ensuring adherence to SLAs and escalation procedures Coordinate scheduling, workload distribution, and resource allocation to ensure optimal coverage Foster a customer-focused culture that emphasizes empathy, communication, and continuous improvement Serve as an escalation point for operations issues, including after-hours support
Technical Oversight
Serve as a senior escalation point for complex hardware, software, and network issues Oversee support of endpoints, operating systems and applications. Collaborate with cloud engineers and network engineers on troubleshooting, patching and infrastructure initiatives Ensure compliance and adherence to IT policies and procedures Utilize the ITSM to assist with asset management tracking and acceptable hardware lifecycle replacement
Process & Performance Management
Develop & maintain IT support documentation, SOPs, and knowledge base articles Track and analyze service metrics; generate reports to identify trends, track KPIs and recommend improvements Participate in IT change management, asset management and lifecycle planning activities Contribute to onboarding and training of new employees
Customer Service & Communication
Act as a liaison between IT and business units to understand user needs and communicate IT standards and initiatives Promote consistent communication and service transparency across departments Manage customer satisfaction surveys and follow up on feedback to improve service delivery
Additional Job Description:
Education/Training Requirements:
Associate's degree and 4+ years' experience in IT Support environments required Experience with maintaining ITSM tools required(e.g. ServiceNow, ManageEngine, Jira). ITIL Foundation certification preferred Experience in endpoint management systems preferred (e.g. Intune, SCCM, Jamf) Familiarity with network fundamentals and cybersecurity best practices preferred
With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:
- Health, dental, and vision insurance coverage for you and your family
- 401(k) retirement plan
- Employee share program
- Life/disability insurance
- Flex spending accounts
- Tuition reimbursement
- Health and wellness program
- Employee assistance program (EAP)
Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)
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Rogers Behavioral Health
vision insurance, tuition reimbursement, 401(k), retirement plan
Nov 21, 2025