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IT Technical Support Supervisor
1 month ago
Job Title: IT Technical Support Supervisor
Job Location: Chicago, IL
Job Type: Full-time
Office Schedule: Hybrid, 3 days in-office
Department: Information Technology
Supervisor: VP of Information Technology
Who we are:
As a company with over 100 years in its rich history, Old Republic hasn’t only withstood the test of time – it’s also helped set the standard for what a great insurance company can be in the long-term. We’re one of America’s 50 largest shareholder-owned insurance businesses and currently rank among the Fortune 500 list of the Nation’s biggest companies. Old Republic is primarily a commercial lines underwriter, meaning we mainly provide services to companies rather than individuals. We serve many organizations across the country, including many of America’s leading industrial and financial services institutions
When you come into our office, you walk into a living piece of history. The Old Republic Building is a historic landmark in the city (with a plaque to prove it) We are located on Michigan Avenue, in the heart of downtown Chicago (“The Loop”), just a few blocks away from Millenium Park and only one block away from the famous Chicago Riverwalk. Whether you drive or take the train, we’re easily accessible by public transportation and have plenty of public parking locations near the office.
Your impact here as an IT Technical Support Supervisor:
Do you want to make a strategic impact that can be felt across a Fortune 500 company? Do you have a passion for leadership within the technology sector? If you answered yes to any of these questions, our IT Technical Support Supervisor role might be the perfect role for you We are seeking a dynamic and experienced Technical Support Team Leader to join our IT Shared Services department. This role is responsible for managing a high-energy team of technical support specialists who provide comprehensive IT support to users at our corporate office in Chicago and seven remote subsidiary locations. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional technical support services.
Your responsibilities:
Team Management:
- Lead and manage the day-to-day operations of the technical support team, ensuring high performance and motivation.
- Provide guidance, mentorship, and professional development opportunities to team members.
- Conduct regular team meetings to review performance, share updates, and address any challenges.
- Facilitate and manage weekly project status meetings.
Technical Support:
- Oversee the resolution of technical issues related to desktops, laptops, conference rooms, email, onboarding requests, and VPN.
- Maintain and upgrade existing software and hardware.
- Install, configure, and customize new software and hardware.
- Resolve desktop, communication, and configuration issues, conducting root cause analysis for recurring issues and implementing preventive measures.
- Troubleshoot and analyze intricate hardware and software problems, ensuring timely resolution.
- Assist end-users in utilizing advanced software features to resolve complex issues escalated from lower support levels.
- Provide phone/email support for calls from the Helpdesk.
Process Improvement:
- Identify areas for improvement in technical support processes and implement changes to enhance efficiency and service quality.
- Develop and implement standard operating procedures for technical support tasks.
User Support:
- Serve as the primary point of contact for escalated technical issues, providing hands-on support when necessary.
- Plan, coordinate, and schedule events with all involved.
- Collaborate with IT teams to resolve multifaceted issues and contribute to cross-functional projects.
- Develop training materials and knowledge base articles and serve as a subject matter expert.
- Participate in on-call rotations to address critical issues outside regular business hours.
- Document and maintain comprehensive records of issue resolutions and troubleshooting steps.
- Collaborate with vendors and third-party support to resolve complex product-related issues.
- Mentor and train junior Technical Support staff to enhance their technical skills and knowledge, providing training and knowledge transfer as required.
Technology Management:
- Ensure the proper configuration and maintenance of IT equipment and systems in the corporate office and remote locations.
- Stay up to date with the latest technologies and industry trends to ensure the team is using the most effective tools and practices.
- Manage the inventory of IT equipment and software licenses, ensuring adequate supply and compliance with company policies.
- Contribute to the development and enhancement of IT policies, procedures, and best practices.
Communication and Reporting:
- Provide regular reports to IT management on team performance, support metrics, and user feedback.
- Communicate effectively with users, team members, and other stakeholders to ensure clear understanding and resolution of technical issues.
- Collaborate with other IT leaders to develop and implement IT policies and strategies.
- Join/host bridges when needed for urgent matters (if requested by Management).
Your qualifications:
- Associate degree or equivalent professional training and/or experience. 6 years of work experience, or 3-4 years of Technical Support experience.
- Preference for experience with standard hardware and software systems.
- Demonstrated ability to lead and supervise a team of technical support staff.
- Experience in managing projects, setting priorities, and meeting deadlines.
- Strong technical knowledge of desktop and laptop hardware, software, email systems, VPN, and conference room technology.
- Excellent leadership and team management skills, with the ability to motivate and develop a high performing team.
- Exceptional problem-solving and decision-making abilities.
- Strong communication and interpersonal skills, with the ability to interact effectively with users at all levels.
- Experience with IT service management frameworks such as ITIL is a plus.
You have preferred skills for the role if you have:
- Experience supporting users in both corporate and remote locations.
- Knowledge of remote support tools and technologies.
- Familiarity with onboarding processes and IT security best practices.
- Experience working with Executive-level users is a plus.
Old Republic International “ORI” is an Equal Opportunity Employer. ORI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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