IT Support Services Supervisor

The IT Support Services Supervisor reports to the IT Support Services Manager and supervises a team to provide expert technical support for assigned platforms, ensuring compliance with organizational standards, and maintaining the security and efficiency of the company's information technology infrastructure.

The successful candidate will embody and work to reinforce MAA's Core Values. Those values include:

• Appreciating the uniqueness of each individual
• Communicating openly and with integrity
• Embracing opportunities
• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Supervises a team of information technology (IT) support staff to provide expert technical support for assigned platforms. Manages the performance of assigned staff, including hiring, coaching, counseling, performance improvement, and career development.
• Develops and maintains comprehensive technical documentation for platforms and processes. Prepares and updates help guides for end users.
• Conducts training sessions for staff to ensure effective use of platforms.
• Leads IT projects, ensuring timely completion and alignment with organizational goals.
• Acts as the escalation point for complex technical issues that cannot be resolved promptly.
• Identifies and escalate complex issues to higher-level technical teams when necessary.
• Provides friendly and professional support to all users. Suggests ideas for enhancement or ways to improve customer experience.
• Ensures the clear, precise, and accurate updates and recordkeeping of issues and resolutions in the case management system (e.g., ServiceNow).
• Reports weekly key performance indicators (KPIs) based on team performance and makes recommendations to improve performance results.
• Keeps abreast of all industry standards and trends as it relates to the management of IT services & support functions
• Maintains professional, technical, and industry knowledge through continuing education, professional publications, and professional associations.
• Performs other related duties as assigned to meet the needs of the business

Required Qualifications

• 3-5 years of information technology or technical support experience required, or an equivalent combination of education and experience.
• Supervisory, leadership, and/or project management experience required.

Preferred Qualifications

• Technical certifications (e.g., A+, Net+, ECMS 1, AZ-900) strongly preferred
• Experience supporting industry-specific platforms (e.g., SmartRent, Yardi, LRO) preferred.
• Service case management system experience (e.g., ServiceNow ITIL) preferred
• Bachelor's degree preferred

Knowledge, Skills, and Abilities

• Knowledge of IT support systems (e.g., Active Directory, Azure, Entra, Intune, Tanium, ServiceNow)
• Leadership and supervisory skills to coordinate the work and development of other through training, delegation, coaching, counseling, and performance management
• Skill in applying critical thinking, analysis, and problem-solving methods to resolve complex technical issues
• Skill and ability to communicate verbally clearly and concisely and in writing
• Customer service skills via multiple channels (e.g., telephone, email, chat)
• Skill in managing projects, organizing, prioritizing, and meeting deadlines
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
• Ability to maintain confidentiality and maintain appropriate discretion

Physical and Environmental Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.