IT Support Supervisor

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer—

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
• Pay range $80,000 - $90,000. 

Position Summary

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. This position located in Rochester, NY, requires working on-site a minimum of four days per week to ensure effective collaboration and support.  It includes direct supervision of IT Helpdesk staff (which may include resources in other countries) and coordination with other IT functions to align support activities with organizational goals. The IT Support Supervisor ensures compliance with security policies, promotes user training, and manages support tools and systems.

• 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

Required Knowledge, Skills, and Abilities

• 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.).

Education and Experience

• 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.

Certifications (preferred, not required)

• 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

Physical Demands

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. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status.  As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.