Field support services supervisor

Field Support Services Supervisor who will oversee end-user support services and client technology operations across venues.Key ResponsibilitiesTechnical ManagementLead the Client Technology team providing L2 support for hardware and software issues, ensuring minimal disruption to end-users.Act as the primary escalation point for complex technical incidents, maintaining ownership until resolution.Conduct Root Cause Analysis (RCA), implement workarounds, and drive permanent solutions for recurring issues.Manage end-user computing initiatives including OS rollouts, application deployments, and device standardization.Support IT Asset and Configuration Management processes, ensuring accurate tracking and lifecycle governance.Prepare technical reports and provide updates on support operations and ongoing projects.IT Operational SupportProvide technical leadership in endpoint management tools such as SCCM, Microsoft Intune, and patch management systems.Oversee daily support operations, ensuring high service quality and user satisfaction.Conduct system audits, health checks, and performance reviews to identify improvement areas.Develop and maintain IT documentation including SOPs, user guides, and training materials.Participate in Incident and Problem Management processes to minimize service disruptions and maintain knowledge bases.Resource & Stakeholder ManagementManage and allocate team resources effectively to meet operational demands and service levels.Build strong relationships with internal stakeholders and external vendors to enhance service delivery.Collaborate with business units to understand technology needs and deliver aligned IT support solutions.Manage budgets related to IT support operations, optimizing costs while maintaining performance.Conduct team performance evaluations and identify training and development opportunities.Support additional responsibilities as required to meet organizational goals.Asset ManagementIdentify opportunities to optimize utilization of IT assets and improve return on investment.Communicate asset management strategies effectively across teams and stakeholders.Benchmark industry best practices and recommend improvements to enhance asset management processes.RequirementsExperience & EducationMinimum 8 years of IT experience, including at least 5 years in a similar supervisory role.Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.Technical SkillsStrong experience in IT Service Management and end-user computing support (hardware & software).Hands‑on expertise with SCCM, Microsoft Intune, and endpoint management tools.Solid understanding of IT infrastructure, systems, and service delivery frameworks.Proven experience in managing teams within IT support environments.Experience in large‑scale environments such as sports venues, entertainment, or similar industries is highly preferred.CertificationsMicrosoft Certified: Modern Desktop Administrator (preferred).ITIL Certification or equivalent in IT Service Management.BenefitsCompetitive Salary + Benefits Package.