Technology Support Coordinator

Job Description

Job Description

Benefits:

• Competitive salary

Location
Onsite: Pompano, FL

Experience Level
Senior Level (5 or more years of relevant experience)

Role Overview
The IT Support Operations Supervisor is responsible for overseeing daily support operations, ensuring the timely resolution of incidents, service requests, and system issues across a multi-platform environment. This role provides leadership to support teams, serves as the primary escalation point for complex issues, and collaborates with IT leadership to drive operational improvements. The position focuses on service quality, team performance, customer satisfaction, and continuous process enhancement while maintaining adherence to service level agreements.

Key Responsibilities

IT Support Operations & Service Delivery

• Manage the day-to-day activities of the IT support team, including work prioritization, task assignment, and workload balancing
• Monitor service requests, incidents, and operational trends to ensure efficient service delivery
• Ensure timely resolution of support tickets and adherence to established service level agreements
• Serve as the primary escalation point for complex customer service and technical support issues

Team Leadership & Staff Development

• Lead, mentor, and support IT support specialists and technical staff
• Monitor team performance and provide coaching, guidance, and training
• Foster a customer-focused culture centered on operational excellence and service quality
• Support employee development and knowledge-sharing initiatives

Process Improvement & Quality Assurance

• Analyze support processes and workflows to identify opportunities for increased efficiency
• Collaborate with IT leadership to implement service improvements and operational enhancements
• Conduct quality assurance reviews of customer incidents and support activities
• Maintain and improve knowledge base documentation and support procedures

Incident Management & Customer Support

• Coordinate with technical teams to ensure prompt response and resolution of incidents
• Monitor trends, recurring issues, and potential service risks, including security-related concerns
• Support change management and incident escalation processes
• Ensure effective communication with customers and stakeholders throughout issue resolution

Asset & Operations Management

• Assist with inventory tracking and asset management activities for the IT department
• Maintain operational documentation, performance metrics, and reporting
• Track support trends and prepare reports for management review

Audiovisual & Remote Site Support

• Coordinate audiovisual equipment setup and support for meetings and events
• Provide video conferencing support and troubleshooting
• Travel to remote locations to provide onsite technical assistance as required

Required Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience
• 5 or more years of IT operations, technical support, or computer operations experience
• Experience supporting multi-platform technology environments
• Experience leading teams, projects, or service desk operations
• Experience using ticketing systems to manage incidents, service requests, and support trends
• Strong technical troubleshooting skills across hardware, software, and user support environments
• Understanding of help desk processes and IT service management principles
• Strong organizational, time-management, and prioritization skills
• Ability to work effectively under pressure and manage multiple competing priorities
• Ability to lift up to 50 pounds

Preferred Qualifications

• Experience supervising service desk or desktop support teams
• Experience with service level agreement (SLA) management and reporting
• Experience supporting audiovisual and video conferencing technologies
• Familiarity with ITIL-based service management practices
• Experience supporting enterprise or government environments

Core Skills & Attributes

• Strong leadership and team development capabilities
• Excellent customer service and stakeholder management skills
• Strong analytical and problem-solving abilities
• Ability to make sound decisions in fast-paced environments
• Strong verbal and written communication skills
• Attention to detail and commitment to service quality
• Ability to work independently and collaboratively
• Accountability, professionalism, and operational ownership
• Continuous improvement mindset focused on efficiency and user satisfaction
• Adaptability and flexibility in dynamic technical environments