Supervisor, Enterprise IT

The Supervisor, Enterprise IT is responsible for the supporting QTS’ Employee userbase by managing a team of Enterprise IT Support Engineers.

This position manages the day to day activities, escalations, ticket queue, and onboarding of new employees. Areas of responsibility include proficiency surrounding mobile device management, audio-visual technologies, cybersecurity, Active Directory and EntraID, hardware & software provisioning, end user technical support, enterprise cloud technologies, and serving as the first escalation point for QTS end users and executives.

This individual is also responsible for building standardized processes and ensuring that Enterprise IT team members are trained and utilizing correct procedures.

The focus of this position is to ensure that day to day tasks are handled promptly, with empathy, and a sense of urgency.

RESPONSIBILITIES, other duties may be assigned.

• Supervise and coordinate the activities of the desktop support team, including hiring, training, coaching, and evaluating staff.
• Manage and maintain the inventory of desktop equipment, mobile devices, and software licenses.
• Establish processes and train team of Enterprise IT engineers to provide world class end user support
• Develop and implement best practices, standards, and procedures for desktop support, ensuring compliance with the organization's policies and regulations
• Manage assigned tickets in the ITSM ticketing tool
• Serve as the main escalation point for the Enterprise IT Team for internal stakeholders
• Support C-suite and executive staff through open lines of communication with Executive Admins
• Identify improvement areas within process and tools and partner with development groups to increase efficiency and user satisfaction
• Assigns tasks to individuals and follows up on process adherence and completion
• Procure hardware and software within assigned scope
• Partner with Information Security on best practice configurations and security policies
• Develop reporting and SLAs to continuously improve ticket completion and quality

BASIC QUALIFICATIONS

• Proficiency in Microsoft 365 ecosystem and Windows OS management
• Experience with vendor management
• Experience in technical end user support
• Experience in conducting risk management and analysis
• Familiarity with a wide breadth Enterprise IT technologies
• 5 years of IT support or management
• Experience with mobile device management, hardware & software solutions to meet business demands, and cloud based applications
• Microsoft Enterprise level certifications

PREFERRED QUALIFICATIONS

• Experience with PowerShell
• Experience working in a multi-tenant or managed service provider environment
• ITIL certifications
• Experience working in a data-center environment or organization
• Azure certifications

KNOWLEDGE, SKILLS AND ABILITIES

• A sense of urgency and passion for solving problems the right way the first time
• Initiative-taker with the ability to work independently and cooperatively in a fast-paced team environment
• Excellent communication skills; ability to communicate technical concepts to technical & nontechnical audiences
• Unique ability to understand the nuances of a problem and create a way forward that meets the higher-level business objective
• Fast-learner, results driven, and collaborator
• Ability to coach and mentor while holding team accountable.

TOTAL REWARDS

• This role is also eligible for a competitive benefits package that includes : medical, dental, vision, life, and disability insurance;
• 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program;

tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is bonus eligible.

LI-MW2

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.

We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here :

The pay transparency policy is available here :

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information.