IT Support Supervisor - Cleveland Brothers

Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia and western Maryland, has an immediate opportunity for an experienced PC Support Supervisor.

Position Summary:

The PC Support Team Supervisor is responsible for overseeing the daily operations of the local help desk team to ensure efficient and effective technical support for all end-users. This role involves managing team performance, providing technical guidance, and ensuring high levels of customer satisfaction.

Primary Responsibilities:

• Supervise and lead the local help desk team, ensuring that all members are meeting performance standards and providing excellent customer service.
• Monitor and manage help desk tickets, ensuring timely resolution of issues and proper documentation.
• Develop and implement help desk policies and procedures to improve efficiency and service quality.
• Report team status to Technology Support Manager on weekly basis.
• Provide technical support and guidance to team members, assisting with complex issues and escalations.
• Conduct regular performance evaluations and provide feedback to help desk staff.
• Coordinate with other IT departments to ensure seamless support and integration of services.
• Maintain up-to-date knowledge of industry trends and technologies to continuously improve help desk operations.
• Prepare and present reports on help desk performance and metrics to senior management.

Qualifications and requirements:

• 4 Year Degree in Technology Disciple preferred.
• Strong leadership and team management skills, with the ability to motivate and guide team members.
• Excellent communication and interpersonal skills, with the ability to interact effectively with end-users and other IT professionals.
• Excellent Technical Support Skills with the following technologies: Windows OS, Microsoft 365/Outlook/Teams, Networking, Laptops/Desktops, Printers/Plotters/All in One Copy Machines, Mobile Device Support, Scanners, etc.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Experience with help desk ticketing systems and IT service management (ITSM) tools.
• Ability to develop and implement policies and procedures to improve help desk operations.
• Commitment to continuous learning and professional development.

Why Join the Cleveland Brothers Team:

• Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see you succeed! In addition to room to grow in this role, there are limitless opportunities across 29 locations whether you want to move up, or into another division of the company.
• Stability – Cleveland Brothers has been around for 75 years. Experience tremendous job security in an essential role with an organization that is around for the long haul.

About Us: Founded in 1948, Cleveland Brothers Equipment Co., Inc., is the exclusive Cat® dealer of western and central Pennsylvania, northern West Virginia and western Maryland, providing new, used and rental equipment, parts and service.

Cleveland Brothers supplies a vast variety of solutions and products, including construction machinery, industrial diesel and gas engines and generators, air compressors and boosters, oil and gas machinery and much more, in addition to full truck service for all makes and models. With 29 locations, customers have access to all of the parts and equipment needed to get the job done, backed by industry-leading technicians and staff. For more information, please visit www.ClevelandBrothers.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.