IT Operational Support Supervisor

Responsibilities

• Oversees daily team operations, providing guidance, mentorship, and technical support to ensure productivity and minimize downtime; manages recruitment, development, retention, and performance to build a strong team.
• Monitors and maintains IT systems, ensuring proper documentation, compliance, and adherence to standards.
• Collaborates with internal peers and business partners to address technology challenges and implement continuous improvement initiatives.
• Leads daily operations for Enterprise IT Infrastructure driving reliability and delivering value.
• Leads the Managed Services team in delivering proactive IT support, system monitoring, incident resolution, and problem management across multiple environments.
• Implements IT service management (ITSM) practices to ensure consistent, high-quality service delivery and experience-level objectives/agreements (XLOs/XLAs) to measure performance and guide outcomes aligned to business goals.
• Coordinates escalations and collaborate with internal teams and vendors to resolve complex technical issues efficiently.
• Develops and maintains documentation, standard operating procedures, and performance metrics to support operational excellence and team training.
• Owns and executes lifecycle management of IT assets, including procurement, deployment, tracking, maintenance, and decommissioning, to ensure compliance, cost control, and operational efficiency.
• Education and Experience
• Bachelor's Degree in Computer Science, Information Technology, Cybersecurity, Management Information Systems, Engineering, Business, or other computer-related degree required.
• Eight (8) or more years of diversified IT experience.
• Certified CompTIA A+, CompTIA Network+, CompTIA Security+ and/or HDI Support Center Director preferred.
• Certified Hardware Asset Management Professional (CHAMP) or Certified IT Asset Manager (CITAM) preferred.
• Certified: Microsoft Modern Desktop Administrator Associate preferred.
• Certified Information Systems Security Professional (CISSP) or Certified Information Security Manager (CISM) preferred.
• Cisco Certified Network Professional (CCNP) preferred.
• Certified ITIL v4 Foundation preferred.
• Certified Lean Six Sigma preferred.
• Managing ticketing systems (e.g., ConnectWise, ServiceNow) preferred.
• PC management, mobile device management, networking, cloud services (especially Microsoft 365 and Azure), and cybersecurity best practices preferred.
• IT service management (ITSM) processes and tooling preferred.
• Tier 1 - Tier 3 IT support services (Service Desk, Deskside Services, Field Services, Application Support Services) preferred.
• Experience with: IT Infrastructure support services (on-prem and cloud compute and governance, SASE, Zero-Trust, Network management, Security management) preferred.
• Hardware/software lifecycle management, vendor management, and procurement processes preferred.
• Compliance frameworks (e.g., SOX, HIPAA, ISO 27001) and software license management preferred.
• Automation platforms, AIOps, and observability tools (e.g., Splunk, ServiceNow, Dynatrace, SolarWinds) preferred.
• Leading incident management, disaster recovery planning, and business continuity operations preferred.
• Managed service provider engagements preferred.

Requirements

• Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new
• approaches, and collaborating with others to make the change successful.
• Authentic Communicator

Additional Information

An exciting career awaits you At MPC, we're committed to being a great place to work - one that welcomes new ideas, encourages diverse perspectives, develops our people, and fosters a collaborative team environment. Position Summary The Hybrid Cloud Operations Supervisor leads a managed services team responsible for the day‑to‑day operation and support of a mission‑critical hybrid cloud environment. The environment is primarily hosted in Microsoft Azure, with integrated on‑premises data centers supporting enterprise and industrial workloads critical to the success of the company. This role serves as the primary operational interface between Hybrid Cloud Engineering and Hybrid Cloud Operations, ensuring that engineered solutions can be effectively supported in production. The supervisor also acts as a key coordination point with the enterprise teams responsible for full‑stack observability, incident response, and the unified command center, ensuring hybrid cloud services are visible, monitored, and supported during incidents and major events. The role focuses on operational execution, customer service, and reliability, translating established standards and procedures into consistent daily support. Through effective incident handling, service coordination, and team leadership, the supervisor helps support business continuity and reduces operational risk across the hybrid cloud environment.

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