Our client in the greater Hartford area is seeking a hands-on Supervisor to oversee their client facing technical team. In this role you will oversee a team of Technicians whose primary responsibility is in to handle in person IT Support, you will also act as the top tier escalations for the team.
Location: Hybrid schedule Hartford, CT, travel to client sites only in emergency situations (limited) Salary: $90,000 - $100,000 + full benefits
Duties and Responsibilities:
Oversee field operations, ensuring accurate documentation, SLA adherence, and high quality service delivery
Serve as the primary escalation point, providing senior technical support and participating in on call/after-hours coverage
Maintain strong client relationships by delivering professional onsite service and resolving issues efficiently
Lead advanced troubleshooting across Microsoft environments, infrastructure, networking, VoIP, and backup solution
Enforce security best practices while overseeing field teams and managing IT inventory and logistics
Improve service delivery by refining processes, increasing efficiency, and tracking key performance metrics
Qualifications:
5+ years of IT support experience in an MSP or managed services environment, with 2+ years in a leadership or supervisory role
Strong Microsoft ecosystem expertise, including Microsoft 365, Azure, and Active Directory administration
Solid networking knowledge including TCP/IP, DNS, DHCP, firewalls, and VPN troubleshooting
Experience using RMM and PSA platforms along with ticketing systems to manage service delivery and support workflows
Proven ability to manage SLAs, KPIs, and service performance while maintaining strong client facing professionalism and communication skills