ANA, Inc · 1 day ago
IT Client Services Supervisor
Henderson, Nevada
Full-time
Onsite
Mid, Senior Level
$85K/yr - $95K/yr
3+ years expANA is a recognized industry leader in the manufacturing sector, providing innovative energy solutions. They are seeking an IT Client Services Supervisor to lead the IT Client Services team, ensuring high-quality technical support and excellent customer service for end users while managing staff performance and driving service delivery improvements.
Building MaterialManufacturingSalesWholesale
No H1B
Responsibilities
Supervise, coach, and mentor IT client services staff
Assign and prioritize support tickets to meet service level agreements (SLAs)
Conduct performance reviews, training, and scheduling
Foster a customer-focused, collaborative team culture
Oversee daily help desk operations, including incident, request, and problem management
Ensure timely resolution and escalation of technical issues
Enforce IT and cybersecurity policies (acceptable use, endpoint security, patching, MFA, remote access, etc.)
Ensure devices, users, and networks comply with corporate security standards
Coordinate audits, vulnerability remediation, and compliance reporting as needed
Manage endpoint compliance tools (Intune, MDM, EDR, patching platforms)
Monitor ticket queues, trends, and service metrics
Act as an escalation point for complex or high-impact issues
Manage on-prem and hybrid infrastructure (LAN/WAN, Wi-Fi, firewalls, VPN, endpoints, printers, VOIP)
Coordinate with MSPs, ISPs, hardware vendors, and SaaS providers
Oversee hardware lifecycle management (procurement, imaging, deployment, asset tracking, retirement)
Maintain documentation of network topology, systems inventory, and standard builds
Act as first responder for security incidents (phishing, malware, compromised accounts)
Coordinate containment, remediation, and user communication with security leadership
Conduct basic forensic triage and root cause documentation
Train users on security awareness and phishing simulations
Provide advanced technical support for hardware, software, network, and application issues
Support onboarding/offboarding processes and user account management
Coordinate with infrastructure, security, and application teams as needed
Develop, document, and maintain IT support procedures and knowledge base articles
Identify recurring issues and recommend preventive solutions
Support ITIL-based best practices and continuous service improvement initiatives
Serve as a liaison between IT and business users
Communicate service outages, changes, and resolutions effectively
Gather user feedback and drive improvements in client satisfaction
Actively manage employee performance by maintaining ongoing documentation related to skills, performance trends, development progress, and compliance
Conduct regularly scheduled one-on-one meetings to provide coaching, feedback, and goal alignment
Utilize documented insights to support annual performance reviews, performance management processes, succession planning, and informed management decision-making, including identifying high-potential talent and workforce readiness
Review, verify, and approve employee timesheets, sick time, paid time off (PTO), and floating holiday requests in a timely and accurate manner, ensuring compliance with company policies, payroll schedules, and applicable labor regulations
Evaluate and manage time-off approvals with consideration for maintaining appropriate staffing levels to support operational needs and quality output
Resolve discrepancies, address timekeeping issues, and coordinate with payroll as needed to ensure accurate and timely pay processing
Other duties as assigned
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
3+ years of IT support experience, including leadership or supervisory experience
Experience with ITSM platforms, FreshService preferred
ITIL certification preferred
Windows/macOS endpoint management (Intune, AD, Entra, etc)
Networking fundamentals (VLANs, VPNs, DNS, DHCP, Wi-Fi)
Endpoint security tools (EDR, AV, DLP)
Ticketing systems (Freshservice, etc.)
Familiarity with ticketing systems and remote support tools
Basic understanding of networking, security, and IT infrastructure
Strong people management and coaching skills
Excellent communication and customer service skills
Ability to prioritize, multitask, and work under pressure
Analytical and problem-solving mindset
Preferred
Experience with ITSM platforms, FreshService preferred
ITIL certification preferred
Benefits
Competitive pay
401k with company contribution
Medical, Dental, & Vision
Life Insurance
Voluntary Accident Insurance
Voluntary Critical Illness Insurance
Employee Assistance Program
Employee Appreciation Programs
Company
ANA, Inc
ANA Inc. is a leading supplier of innovative power and energy technology solutions for a wide range of industries.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$50MKey Investors
S2G Investments
2025-02-11Series A· $50M
Leadership Team
Alicia Waineo
Chief Financial Officer
Kevin Day
Chief Operating Officer
Recent News
Google Patent
2025-02-16
Google Patent
2025-02-16
Company data provided by crunchbase