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Transcat · 1 day ago

IT Support Supervisor

Rochester, NY

Full-time

Onsite

Mid, Senior Level

$80K/yr - $90K/yr

3+ years exp

Transcat is a dynamic, innovative, growing company recognized as a leading calibration and compliance services provider. The IT Support Supervisor is responsible for overseeing the daily operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues, and maintaining high standards of service delivery.

ConsultingElectrical DistributionTest and MeasurementWholesale

H1B Sponsor Likely

Responsibilities

Lead, motivate, and mentor the IT Helpdesk team to foster professional growth, collaboration, and a customer-oriented approach

Oversee daily ticket assignments, prioritization, escalation, and resolution to ensure prompt support and adherence to service level agreements (SLAs)

Track and report key metrics such as response times, resolution rates, and user satisfaction; use these insights to drive continuous improvement

Identify recurring ticket trends, conduct root cause analyses, and recommend longer-term improvements to IT systems and support practices

Establish, document, and continually improve helpdesk procedures, workflows, and escalation paths for efficiency and standardization

Solicit feedback through satisfaction surveys, monitor customer complaints, and ensure a high standard of technical assistance to all users

Coordinate the response to significant business disruptions, manage resources during major incidents, and oversee communications and systemic troubleshooting

Coordinate deployment and maintenance of hardware, software, and other IT related services

Ensure compliance with cybersecurity policies and promote user awareness and training

Collaborate with other IT teams to support business-critical systems and applications

Participate in IT planning and contribute to strategic initiatives

After hours and ability to be on-call as required

Ability to travel to other corporate facilities as needed

Model the Company’s values to influence others to perform in an aligned manner

Ensure training and development plans are in place and communicated to employees to drive performance improvement and career progression

Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline

Other duties as assigned

Qualification

PC hardware troubleshootingMicrosoft 365 administrationIdentityAccess managementNetwork troubleshootingIT service managementMicrosoft AzureCustomer service mindsetInterpersonal skillsCommunication skillsDocumentation skills

Required

Strong proficiency in PC hardware and software troubleshooting, including desktops, laptops, peripherals, and mobile devices

Advanced experience with Microsoft 365 administration, including Exchange Online, Teams, OneDrive, SharePoint, and endpoint/device management via Microsoft Intune

Working knowledge of Microsoft Azure, including user and group management, conditional access policies, and basic Azure AD configuration

Experience with identity and access management systems, especially Okta, including user provisioning, SSO integrations, and MFA policies

Experience with Zscaler Internet Access and Zscaler Private Access for secure remote connectivity and cloud-based web security

Network troubleshooting skills, including familiarity with DNS, DHCP, TCP/IP, VPN, Wi-Fi connectivity, and firewall rules

Proficient in supporting and troubleshooting Windows 11 and MacOS operating systems in enterprise environments

Familiarity with common remote support tools (e.g., ManageEngine, Intune, Mosyle, etc.)

Ability to document technical procedures, build knowledge base articles, and train junior staff effectively

Strong customer service mindset and ability to communicate technical concepts to non-technical users

Exceptional interpersonal and communication skills, adaptability under pressure, and the ability to collaborate effectively across teams while maintaining a customer-focused approach

Experience with IT service management (ITSM) platforms (e.g., Freshservice, Jira Service Management, etc.)

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience

Minimum of 3-5 years of experience in IT support, with at least 2 years in a Team Lead role

Demonstrated experience leading a help desk or IT support team, including ticket queue management, prioritization, and performance monitoring

Preferred

Microsoft certifications (e.g., MS-102, AZ-104)

Okta Certified Administrator

CompTIA Network+ or equivalent networking certification

Apple Certified Support Professional (ACSP)

ITIL Foundation Certification

Benefits

Paid time off

Health insurance

Tuition reimbursement

Retirement

Stock purchase plan

MORE!

Company

Transcat

Transcat is a provider of accredited calibration, repair, inspection and compliance services including analytical instrument.

Founded in 1964

Rochester, New York, USA

501-1000 employees

http://www.transcat.com

H1B Sponsorship

Transcat has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)