The IT Operations Supervisor is responsible for managing direct reports and overseeing daily operations of IT end-user support activities, ensuring efficient and reliable technology services across the organization. This role combines technical expertise with team leadership responsibilities, including mentoring desktop support technicians, developing and maintaining documentation, leading IT Operations projects, and serving as a key escalation point for complex hardware and technical issues. The ideal candidate is hands-on, detail-oriented, customer-focused, committed to delivering excellent end-user experience, capable of evaluating and solution architecting improvements within the existing IT environment and driving operational excellence.  This role also requires periodic travel based on project and business needs.

Key Responsibilities to include, but not limited to:

IT Support & Operations 

• Supervise daily IT and end-user support operations, including desktop, laptop, and peripheral support.
• Ensure timely resolution of incidents and service requests in alignment with SLAs to minimize disruption to end users.
• Monitor and manage Freshdesk ticket queue and workload distribution to optimize team performance.
• Maintain high levels of customer satisfaction through effective service delivery.
• Act as a point of contact for escalated user issues, ensuring clear communication and follow-through.
• Manage IT assets, lifecycle, and inventory processes.
• Other duties as assigned by management to address and provide effective support of the company mission, values and goals.

Technical Escalation & Troubleshooting

• Serve as a primary escalation point for complex hardware, software, and system issues.
• Evaluate the existing IT environment and design practical, scalable improvements to systems, tools, and workflows
• Coordinate with the Curtis infrastructure systems administrator to resolve complex technical issues.
• Coordinate with vendors and third-party providers for issue resolution when necessary.
• Ensure proper documentation of issues, resolutions, and workarounds.
• Guide and mentor IT support staff in resolving technical challenges. 

Project Leadership & Implementation

• Lead and support the implementation of IT Operations projects, including hardware deployments, system upgrades, process improvements, and new office locations. 
• Collaborate with stakeholders to gather requirements and deliver solutions. 
• Track project milestones, risks, and deliverables to ensure successful execution. 
• Identify opportunities for operational improvements and automation.

Documentation & Process Improvement

• Develop, maintain, and enforce IT documentation, including SOPs, knowledge base articles, and support procedures. 
• Ensure documentation is accurate, up-to-date, and accessible to the IT team. 
• Standardized processes to improve efficiency and consistency across support operations.

Team Leadership & Mentorship

• Supervise, coach, and mentor desktop support technicians to enhance technical and professional growth.
• Provide guidance on troubleshooting techniques, customer service, and best practices. 
• Conduct regular performance check-ins and knowledge-sharing sessions.
• Foster a collaborative, accountable, and customer-focused team environment.

Qualifications Required

• 5+ years of IT support or operations experience.
• 1–2 years in an IT supervisory or lead role.
• Strong hands-on experience with hardware troubleshooting, desktop support, and user support environments.
• 3+ years’ experience with Microsoft ecosystem including Microsoft 365, Teams, OneDrive, and SharePoint.

Skills Competencies

• Excellent written and verbal communication skills, with a strong focus on documentation. 
• Ability to assess current state environments and design practical solutions (solutions architecture mindset).
• Proven ability to lead and implement complex IT projects.
• Advanced troubleshooting and analytical problem-solving skills.
• Strong leadership, mentoring, and team development abilities.
• Prioritization and management of multiple tasks in a fast-paced environment.
• Customer-focused mindset with strong interpersonal skills.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven track record of rolling out successful IT projects.
• Experience with enterprise desktop management tools.
• Ability to test, deploy, and maintain patches and system updates.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications.
• Experience with IT ticketing systems (e.g., ServiceNow, FreshDesk).
• Familiarity with endpoint management tools.
• Exposure to cloud services (Azure, AWS).

Success Metrics

• End-user satisfaction survey scores and feedback.
• Ticket resolution time and backlog minimization.
• Quality and usefulness of documentation for both users and IT staff.
• Successful collaboration and delivery of IT projects. 
• Successful implementation of environment improvements and technical solutions.
• Team performance, engagement, and skills development.

About Us:

L.N. Curtis & sons is a privately owned and operated corporation that provides Tools for Heroes. Headquartered in Walnut Creek, California, with operational centers in Salt Lake City, Utah; Kent, Washington; Santa Fe Springs, California; West Sacramento, California; Dublin, California; Centennial, Colorado; Tigard, Oregon; Boise, Idaho; Henderson, Nevada; and Gilbert, Arizona. L.N. Curtis & sons has been the premier distributor of first responder equipment since 1929. Focused on serving the thirteen Western states and the U.S. Government worldwide, the company is committed to providing the fire and law enforcement industry with the most modern, safe, and effective products available. At L.N. Curtis & sons, service is our principal product, people are our principal resource, and our principal purpose is to be a distinguished leader in supplying and servicing emergency responder equipment.

L.N. Curtis & sons is proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Additionally, L.N. Curtis & sons participates in the E-Verify program as required by law. You may view our Equal Employment, Pay Transparency and E-Verify notices at https://www.lncurtis.com/careers.

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hrsupport@lncurtis.com.