IT Services Supervisor at NEPC, LLC

Job Summary:

The IT Services Supervisor provides front-line leadership for NEPC’s Service Desk and endpoint computing environment. This hands-on role combines technical expertise, user empathy, and process discipline to ensure employees receive prompt, consistent, and high-quality support for all end-user technology.

The Supervisor oversees daily Service Desk operations, supervises a team of IT Support Specialists, and personally resolves or coordinates responses to complex incidents. The Supervisor will spend about half of their time working tickets alongside the team.

Success in this role blends technical skill, people leadership, a service mindset, and a sense of urgency to ensure employees feel supported and empowered by their technology.

We welcome candidates who have gained their skills through nontraditional paths. Candidates with strong technical instincts, a knack for troubleshooting, and a natural talent for helping others are encouraged to apply.

General Responsibilities:

• Service Desk Management – Oversee daily operations in Jira Service Management; ensure Incident and Service Request tickets are prioritized, updated, and resolved in line with SLAs and communication standards across all of IT. Model a solutions-oriented support experience that builds trust and avoids user frustration. 
• Team Supervision – Supervise IT Support Specialists including onboarding, training, scheduling, and performance feedback. Participate in hiring. Model and reinforce consistent ticket handling, customer communication, and documentation standards. Manage scheduling and on-call coverage.
• Mentorship and Development – Foster a team culture of learning, accountability, and empathy through regular coaching, recognition, and constructive feedback. Coach Support Specialists to deepen their technical skills and service judgment.
• Direct Technical Support – Personally resolve incidents and requests representing approximately 50% of work time, focusing on complex or high-impact issues.
• Process Design & Improvement – Design and refine support service processes across IT to improve efficiency, consistency, and user experience. Ensure procedures are clearly communicated and followed across IT.
• Endpoint Reliability – Maintain, optimize, and lead end-user device configurations using EndPoint Central, Microsoft Intune, and related tools to ensure stability, security, and performance.
• PC Lifecycle & Deployment – Improve build and deployment processes to streamline new-hire setup and equipment replacement with minimal employee downtime.
• Inventory & Asset Control – Direct management of user laptop inventory, accessories, and loaner equipment; track assets accurately throughout their lifecycle.
• Vendor Coordination – Collaborate with hardware, telecom, SaaS, and A/V vendors to maintain high service quality and timely issue resolution.
• Cross-Team Collaboration – Partner with Infrastructure, Application, and Security teams to test patches, validate releases, and ensure endpoint compliance.
• Stakeholder Engagement – Meet periodically with business leaders to review service performance, capture feedback, and align support models with user expectations.
• Continuous Improvement – Identify recurring issues and drive systemic fixes. Maintain end-user documentation, technology troubleshooting guides, and training materials to promote self-service and reduce recurring requests.
• Operational Coverage – Provide coverage during absences, vacations, or outages to ensure continuity of support.

Formal Education & Certification:

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Equivalent experience or demonstrated technical aptitude also considered.
• Professional certifications (e.g., CompTIA A+, ITIL, Microsoft 365) desirable but not required.

Knowledge & Experience:

• 3–5 years of experience supporting technology in a professional, retail, or service-oriented environment.
• Proven aptitude for troubleshooting and helping others solve technology problems.
• Experience designing, improving, and managing IT support processes to achieve measurable efficiency and quality gains.
• Strong hands-on technical skills with Windows 11, Microsoft 365, Active Directory, MFA, and endpoint configuration toolsets.
• Demonstrated ability to manage workloads through ticket lifecycles and improve ticket handling efficiency.
• Familiarity with A/V systems, Microsoft Teams administration, and mobile device management.
• Strong communication and interpersonal skills; calm under pressure, empathetic with users, and clear in written and verbal interactions.
• Sound judgment in prioritizing and escalating tickets based on business impact.
• Reliable, organized, and adaptable in balancing team leadership with direct service delivery.

Work Environment

• Mostly On-site position (4 days on-site is typical).
• May require occasional travel to regional offices.
• Periodic after-hours or on-call support required.

Company Background: 

NEPC, LLC is a full-service investment consulting firm based in Boston, Massachusetts. We were founded in 1986 and now have approximately 375 employees and over 400 clients.  We help governments, institutions, families, and individuals preserve and grow their capital across different asset classes and market cycles. We provide a variety of consulting services such as asset allocation, performance measurement, policy formulation, investment manager research, and discretionary portfolio management. Our clients include defined benefit, defined contribution, endowments, foundations, trusts, public, corporate, Taft-Hartley, health & welfare, high net worth, insurance, and private plans.  

Culture is important to us here at NEPC – our values include putting clients first, doing the right thing, bringing your whole self to work, building trust, embracing change, and having a “we before me” approach in our work. Advancing diversity and inclusion within our firm and industry is also a core initiative at NEPC. We are a strong advocate of promotion from within, so excellent potential exists for professional growth. We’re a fun (but demanding) company with excellent working conditions, a very supportive, team-oriented environment, and a full benefits program to support your life and well-being. We offer a competitive salary and bonuses (when applicable). 

NEPC is an Affirmative Action/Equal Opportunity Employer (October 2025)