IT Support Center Supervisor

US Conec, Ltd. is a trusted, global company that prides itself on engineering excellence—creating innovative connectivity solutions that support today’s most important technologies. We foster a friendly, inclusive culture that values teamwork, creativity, and mutual respect. At US Conec, you’ll find real opportunities to grow and make a meaningful impact in a company that genuinely cares about its people and its customers. With competitive compensation, excellent benefits, and a supportive environment, this is a place where you can build your future—whether your interests lie in manufacturing, engineering, operations, or beyond.

US Conec is seeking an experienced Service Desk Supervisor to lead daily IT support operations and ensure a high level of service across our organization. This role oversees service desk technicians, manages ticket queues and escalations, and drives continuous improvement in IT support processes. The ideal candidate combines strong technical troubleshooting skills with hands-on leadership experience and a commitment to delivering excellent customer service.

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  Supervise, coach, and develop service desk technicians, including scheduling, workload assignments, performance feedback, and training.

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  Monitor ticket queues, prioritize requests, manage backlogs, and ensure timely resolution of IT incidents and service requests.

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  Serve as the primary escalation point for complex or urgent technical issues, coordinating troubleshooting and resolution across IT teams.

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  Ensure accurate ticket documentation, prioritization, communication, and compliance with IT service-management processes.

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  Provide technical guidance for Windows, Microsoft 365, Active Directory, workstations, mobile devices, remote access, and business applications.

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  Coordinate IT onboarding, employee transitions, and offboarding, including equipment provisioning and account access.

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  Oversee end-user technology asset tracking, deployment, maintenance, replacement, and inventory accuracy.

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  Develop and maintain support documentation, knowledge articles, standard operating procedures, and user training resources.

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  Monitor service desk performance metrics, including response times, resolution rates, ticket quality, and customer satisfaction.

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  Identify recurring issues, recommend process improvements, and report service desk performance to IT leadership.

• Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or related field; equivalent experience considered.

 US Conec is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status, or any other legally protected characteristics