Sr. Technical Support Specialist

How you will make an Impact (Job Summary) 

SPX is a diverse team of unique individuals who all make an impact. We are opening a new campus facility that will have two of our businesses (Marley and Ingenia Technologies) evolving and growing together at one site. As the Senior technical support supervisor on this campus, you will be responsible for delivering IT services to end users in alignment with service level targets for incident resolution and request fulfillment within their assigned geographical zone. This role combines deep technical expertise with leadership responsibilities, ensuring high-quality support and consistent service delivery. 

As a subject matter expert, the Senior Technical Support Supervisor provides advanced support for end-user hardware, software, peripherals, copiers, scanners, video conferencing systems, desk phones, and mobile devices. They consistently demonstrate exceptional customer service skills, aiming to resolve incidents and service requests at first contact whenever possible. 

In addition to technical responsibilities, this role includes supervisory oversight of Technical Support Specialists. The Senior Technical Support Supervisor actively coaches, mentors, and develops team members, fostering a collaborative and high-performing support environment. They work closely with the Service Delivery Manager to build a cohesive team culture, drive continuous improvement, and ensure alignment with organizational goals. 

What you can expect in this role (Job Responsibilities) 

While each day brings new opportunities at SPX, your core responsibilities will be:  

• Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed. 

• Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service. 

• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures. 

• Provides instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment. 

• Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures. 

• Escalates incidents to the appropriate IT operations resources in accordance with established procedure. 

• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements. 

• Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations. 

• Provides level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures. 

• Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure. 

• Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results. 

• Utilizes the company service desk system to log, and close user incidents and requests. 

• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes 

• Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures. 

• Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures. 

• Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies. 

• Follows company policy with regard to internal controls as well as complies with SPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity. 

• This position will work to support the SPX IT Security Policies. 

• All duties as directed or modified. 

2. Supervising responsibilities:   

• Assigns daily tasks and monitors workload distribution among Technical Support Specialists. 

• Conducts regular one-on-one check-ins and team huddles to review priorities and performance. 

• Provides constructive feedback and coaching to team members; participates in mid-year and annual performance reviews and recommends development plans. 

• Organizes onboarding sessions for new hires; develops and maintains training materials. 

• Acts as the primary escalation point for complex technical issues; ensures timely resolution and communicates status updates to stakeholders. 

• Reviews service delivery metrics and leads initiatives to enhance efficiency and customer satisfaction. 

• Ensures adherence to IT security and compliance standards; maintains accurate documentation of procedures and knowledge base articles. 

• Ensure timely completion of all Team Refresh activities in alignment with established SLA requirements 

• Monitor copier and printer inventory for lease expiration and coordinate end-of-life refresh processes 

• Oversee smartphone provisioning, configuration, and lifecycle management 

• Level One management engagements, including onboarding, offboarding, and scheduled meetings 

• Maintain and update training documentation; conduct on-site training for new TSS team members 

• Support recruitment efforts by participating in interviews and selection of new TSS personnel 

• Compile and analyze scorecard data for monthly one-on-one performance reviews focused on SLA metrics 

• All duties as directed or modified. 

What we are looking for (Experience, Knowledge, Skills, Abilities, Education) 

We each bring something to the table, and we are looking for someone who has: 

Preferred Experience, Knowledge, Skills, and Abilities  

• Strong subject matter expertise with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area & wireless networks, etc. 

• Strong subject matter expertise with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc. 

• Strong IT end user troubleshooting / diagnostic skills. 

• Take-charge individual with lots of energy. 

• Excellent customer service skills and customer focus. 

• Ability to effectively prioritize and execute tasks in a high-pressure environment. 

• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail. 

• Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language. 

• Flexibility and adaptability to changing requirements dictated by business and IT requirements. 

• Experience in new facility start ups (Greenfield/Brownfield) 

• Understanding of CI and visual factory management 

• Understanding of I4.0 concepts and hardware/software neededs. 

Education & Certifications  

• 5-7 years of experience in a related position in a corporate environment 

• Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study 

• Experience with Desktop, LAN and telecommunications devices including mobile devices 

• Preferred Bi-Lingual – English and Fluent in French with a preference on French Canadian 

• Preferred Education / Experience  

• Prior experience supporting executives and/or working in a professional environment 

• Microsoft, A+, Cisco (Certifications) 

• ITIL 

Travel & Working Environment 

• Travel will be required at times; Ingenia Headquarter located, QC Canada  or to SPX locations such as Charlotte, NC or Overland , KS.