Technical Support Supervisor/in office role

This Technical Support Supervisor role is an in-office position at HarmonyCares, a national value-based provider of in-home primary care services for patients with complex healthcare needs. The company is headquartered in Troy, Michigan and operates home-based practices across 14 states. The position oversees daily technical support operations for internal teams and end users.

Responsibilities

• Lead the Technical Support team through daily operations, guidance, and training
• Manage deployment and administration of user accounts in Microsoft Active Directory, Microsoft Azure, Microsoft Entra, Microsoft Exchange, and application-specific systems
• Coordinate with hardware and patching teams to validate device upgrades and patches against application requirements and computer policies
• Deliver technical support for hardware and software issues to team members and end users
• Generate and review ticket and call reports while ensuring service level agreements are met
• Handle one-stop IT service requests in VIP situations
• Prepare and distribute weekly high-level reports for stakeholders
• Partner with IT teams and customer departments on new initiative deployments, process improvements, and custom support models
• Maintain internal and customer-facing documentation libraries for all Technical Support activities
• Coordinate with operations and technology teams to cascade new releases to the support team
• Confirm Technical Support activities meet company policies, industry standards, and regulatory requirements
• Monitor ticket and call activity for escalations, patterns, and coaching needs while serving as the primary escalation point
• Facilitate team stand-ups to address trending or high-priority items

Requirements

• Bachelor’s degree in information technology or computer science, or equivalent experience
• 5+ years of experience in level 1 and/or level 2 technical support
• 2+ years of experience in a senior or lead technical support role
• ITIL certification or 2+ years of experience administering an IT services platform
• Proficiency with Microsoft Active Directory, Intune, iOS, Android OS, Microsoft Azure, Microsoft Exchange, Microsoft Office support, multi-factor authentication, single-sign-on management, PowerShell, and laptop and mobile device configuration, deployment, and troubleshooting
• CompTIA A+, CompTIA ITF+, or Microsoft Certified: Modern Desktop Administrator Associate certification
• Experience with technical team and end-user training

Benefits

• Health, dental, vision, disability, and life insurance
• 401K retirement plan with company match
• Tuition, professional license, and certification reimbursement
• Paid time off, holidays, and volunteer time
• Paid orientation and training