Supervisor, IT Support

ABOUT THE COMPANY:

Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. To learn more, please visit bluebirdfiber.com.

Join an amazing team of telecommunication professionals! Bluebird is a dynamic growing company in need of an Supervisor, IT Support to be a part of a collaborative team. This is a full-time, benefit eligible position in our Kansas City Office. All of us at Bluebird work hard to meet objectives for the organization and live the mission and values of this growing company to meet a common goal. Check out this video that highlights our amazing company culture.

POSITION PURPOSE:

The Supervisor, IT Support position leads and supports the daily operations of the organization's technology environment, ensuring systems, networks, and applications run securely, efficiently, and reliably. This role combines hands-on technical expertise with strong leadership, guiding a team of IT professionals to deliver exceptional service, implement technology solutions, and maintain compliance with security and governance standards. This position is full-time and is located in Cleveland, OH or Kansas City, MO. On-Call duty is required.

EDUCATION & EXPERIENCE:

• Associate's degree in a related field, such as, Computer Science (or relevant experience)
• 3+ years in a desktop support role working with various types of PC and application issues
• 1+ years in an IT Support supervisory role
• Familiarity with printer hardware
• Understanding of VMWare
• Comprehensive knowledge of Microsoft 365 and Azure environments
• Group Policy knowledge and practice
• Active Directory knowledge and practice
• Ability to quickly write reports, user instructions, and procedure manuals
• The ability to lift and carry up to 35lbs.

SKILLS & ABILITIES:

• Ability to mentor, coach and support direct reports.
• Strong leadership skills and proven success managing diverse teams.
• Ability to work in a professional and collaborative manner with all levels of employees.
• Must be team oriented as well as able to work independently.
• Must possess good reasoning abilities and sound judgment and be results and people oriented
• Must have good organizational skills with attention to detail and the ability to prioritize and manage multiple tasks in a fluid, fast-paced environment .
• Solid communication (written/verbal) and interpersonal skills; ability to communicate with diverse personalities across various platforms and media (in-person and virtual).

Primary Responsibilities

• Supervise and manage the IT Support department, including hiring, training, and evaluating IT staff.
• Develop and implement IT Support policies and best practice guidelines.
• Monitor tickets and ticket progress within the IT Service Desk system.
• Provide guidance to team members regarding ticket handling and escalation policies.
• Train and provide guidance to team members on technical issues.
• Monitor team performance and report on Service Desk related KPI's.
• Maintain and manage inventory of IT assets and equipment.
• First level of support for maintenance and deployment of end user computer systems.
• Works closely with other technical teams and IT team members to resolve hardware and software related issues.
• Maintains deep technical knowledge of multiple technologies, including, but not limited to M365, Azure, AWS, VMWare, Cisco, and Juniper.

Bluebird is an equal opportunity employer.