Supervisor, IT Support

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. With distributors and thousands of dealers across North and South America, ECHO is constantly anticipating the future of the outdoor power equipment industry and the need for environmental sustainability. Working for ECHO means joining a team of people who are committed to collaboration, innovation, creativity, and high-quality products that make us a globally competitive brand.

ECHO is growing! We are adding to our IT staff! The IT Support Supervisor will oversee daily operations to ensure timely issue resolution and exceptional customer support while demonstrating strong leadership and technical expertise.

This is a hybrid position that will offer the flexibility of working from home and on-site at our Lake Zurich facility.

ECHO’s benefits include:

• 11 paid holidays
• Extremely affordable medical, dental, and vision insurance
• Paid PTO
• 5% 401K match
• Tuition Reimbursement
  
  
  

Duties/Responsibilities:

• Demonstrate technical proficiency, 60% technical work and 40% supervision.
• Lead, mentor, and cultivate the IT Support team, promoting a collaborative and high-performance workplace.
• Conduct performance evaluations, provide feedback, and implement training programs to enhance team skills.
• Oversee the daily operations of the IT Support, ensuring efficient and effective resolution of technical issues.
• Proactively monitor industry trends, emerging technologies, and best practices in IT support and service management.
• Provide technical guidance and support to the IT team, ensuring accurate and efficient problem resolution.
• Oversee and uphold IT support tools and systems, such as ticketing systems, knowledge bases, and remote support platforms.
• Create and execute support policies, procedures, and best practices to enhance service delivery.
• Monitor and analyze support performance metrics, identify areas for improvement and implementing corrective actions, as necessary.
• Possess a thorough understanding of customer needs and expectations, continually seeking ways to enhance the support experience.
• Manage escalated customer issues and collaborate with other IT teams to address complex problems.
• Maintain excellent customer satisfaction by providing prompt and effective technical support.
  
  
  

Job Experience/Skills:

• Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
• Strong technical knowledge of computer hardware, software, networking, and common IT support tools.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and a customer-focused mindset.
• Experience with IT service management frameworks (e.g., ITIL).
  
  
  

Education: Bachelor’s degree in Information Technology or a related field (or equivalent experience).

Equal Opportunity Employment:

We are proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.