Supervisor, IT Service and Support - Boston Massachusetts

Company: Vista Equity Partners Management, LLC
Location: Boston, Massachusetts
Posted On: 03/13/2025

Job Title: Supervisor, IT Service and SupportDepartment: IT OperationsReporting to: Director, IT OperationsPosition Overview: The Supervisor, IT Service and Support is responsible for overseeing the activities of a team of IT Support Specialists who provide technical support and IT service delivery to Quickbase employees. Key service desk operations that this role is responsible for include: ticket management via Jira Service Desk, onboarding and offboarding processes, IT asset management, access provisioning, application troubleshooting, and supervision of 4 or more direct reports. The candidate should be well-versed in ITIL best practices and possess advanced (level 3) hands-on troubleshooting experience within a hybrid Mac and Windows environment.Key Responsibilities:

• Lead the IT Service Desk Team to ensure timely and effective resolution of tickets.
• Manage the onboarding and offboarding of employees, ensuring a smooth transition for IT services.
• Oversee IT asset management, including tracking, maintenance, and lifecycle management.
• Supervise access provisioning for systems and applications, maintaining security and compliance.
• Supervise and mentor a team of 4 or more direct reports, promoting professional growth and operational excellence.
• Ensure alignment with ITIL best practices in all service desk activities.
• Create, monitor, and report on service desk performance metrics.
• Provide hands-on level 3 troubleshooting in a hybrid MAC and Windows environment, working out of the Jira ticket queue.
• Act as a technical escalation gatekeeper for ticket flow between IT Support Specialists and Senior Engineers.
• Manage the renewal process for software and hardware, including soliciting vendor quotes and performing license audits to control spend.
• Collaborate with the Director, IT Operations to support broader IT initiatives and projects.Qualifications:
  • Minimum of five years in IT Operations, including at least one year in a leadership role, preferably overseeing a service desk or comparable team.
  • Proficient in advanced (level 3) troubleshooting of both software and hardware within a hybrid Windows and Mac laptop environment.
  • Comprehensive knowledge and troubleshooting skills of Microsoft 365 applications and services.
  • Experience in managing conference room technologies and Microsoft Teams.
  • Proven application of ITIL frameworks and best practices.
  • Demonstrated leadership abilities, capable of managing and nurturing team development.
  • Exceptional communication and interpersonal skills, with a strong emphasis on customer service.
  • Ability to be on-site in the Boston Headquarters office at least 2-3 days a week.
  • Windows, Mac, and/or ITIL certifications are a differentiator.
  • Practical administration experience with Jamf and/or Intune is preferred.
  • Experience troubleshooting Azure cloud technologies is preferred.
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