Job Information
Quickbase Supervisor, IT Service and Support in Boston, Massachusetts
Job Title: Supervisor, IT Service and Support
Department: IT Operations
Reporting to: Director, IT Operations
Position Overview: The Supervisor, IT Service and Support is responsible for overseeing the activities of a team of IT Support Specialists who provide technical support and IT service delivery to Quickbase employees. Key service desk operations that this role is responsible for include: ticket management via Jira Service Desk, onboarding and offboarding processes, IT asset management, access provisioning, application troubleshooting, and supervision of 4 or more direct reports. The candidate should be well-versed in ITIL best practices and possess advanced (level 3) hands-on troubleshooting experience within a hybrid Mac and Windows environment.
Key Responsibilities:
Lead the IT Service Desk Team to ensure timely and effective resolution of tickets.
Manage the onboarding and offboarding of employees, ensuring a smooth transition for IT services.
Oversee IT asset management, including tracking, maintenance, and lifecycle management.
Supervise access provisioning for systems and applications, maintaining security and compliance.
Supervise and mentor a team of 4 or more direct reports, promoting professional growth and operational excellence.
Ensure alignment with ITIL best practices in all service desk activities.
Create, monitor and report on service desk performance metrics.
Provide hands-on level 3 troubleshooting in a hybrid MAC and Windows, working out of Jira ticket queue.
Act as a technical escalation gatekeeper for ticket flow between IT Support Specialists and Senior Engineers.
Manage the renewal process for software and hardware, inclusive of soliciting vendor quotes as well as performing license audits to control spend.
Collaborate with the Director, IT Operations to support broader IT initiatives and projects.
Qualifications:
Minimum of five years in IT Operations, including at least one year in a leadership role, preferably overseeing a service desk or comparable team.
Proficient in advanced (level 3) troubleshooting of both software and hardware within a hybrid Windows and Mac laptop environment.
Comprehensive knowledge and troubleshooting skills of Microsoft 365 applications and services.
Experience in managing conference room technologies and Microsoft Teams.
Proven application of ITIL frameworks and best practices.
Demonstrated leadership abilities, capable of managing and nurturing team development.
Exceptional communication and interpersonal skills, with a strong emphasis on customer service.
Ability to be on-site in the Boston Headquarter office at least 2-3 days a week.
Windows, Mac, and/or ITIL certifications are a differentiator.
Practical administration experience with Jamf and/or Intune is preferred.
Experience troubleshooting Azure cloud technologies is preferred.