WHAT DOES AN IT SUPERVISOR DO?

Published: Nov 06, 2025 - The Information Technology (IT) Supervisor manages IT support staffing, training, scheduling, and performance to drive service excellence and continuous improvement. This role ensures compliance with regulatory and security standards, supports strategic IT goals, and promotes best practice sharing across teams. The supervisor also leads personnel development initiatives, maintains policy adherence, and fosters a customer-focused, high-performance environment.

A Review of Professional Skills and Functions for IT Supervisor

1. IT Supervisor Duties

  • Team Leadership: Lead, schedule, and supervise the IT desktop support team on the completion of all duties and operational requirements for a manufacturing facility.
  • Employee Development: Provide leadership to subordinates and select, coach and develop employees for optimal effectiveness.
  • Competency Evaluation: Identify competencies and skills and evaluate proficiency.
  • Skill Enhancement: Address skill or proficiency gaps through coaching, training and working with the HR team.
  • Technical Supervision: Work closely with the support staff, both onsite and remote, providing supervisory support of PC device deployments, software installs and phone administration.
  • Documentation Management: Create and maintain process and procedure documentation.
  • Policy Governance: Define and update IT policies and procedures to ensure corporate standards are upheld.
  • Best Practices Enforcement: Define and enforce best practices and standards for how IT support, specifically in the break/fix area, operates.
  • Goal Alignment: Remove roadblocks and or redefine goals to meet business objectives.
  • Technology Awareness: Keep informed of developments in IT technologies.

2. IT Supervisor Responsibilities

  • Vendor Management: Ensure IT Identity and Access Management operations and maintenance activities are delivered by the external partners/suppliers effectively and efficiently within the defined SLA.
  • Service Delivery: Ensure the delivery according to approved procedures, guidelines, and standards.
  • Performance Monitoring: Orchestrate and monitor the performance of IT Suppliers based on the KPIs and IT Service Operations (Incident, Problem, Request, Access, Complaints) and others.
  • Stakeholder Reporting: Status and management reporting towards stakeholders (IT Service Owner, IT Service Management Board).
  • Operational Alignment: Align with the IT Service Owner and the IT Supplier to ensure controls that impact the operations.
  • Security Coordination: Align with Cybersecurity and IT Supplier to ensure operational security controls implementation.
  • User Support: Align with Regional User Engagement to ensure proper Regional and Key User communities' operational support.
  • Policy Compliance: Ensure implementation and adherence to IT Operations policies, guidelines, programs and standards.
  • Process Administration: Ensure processes are consistently administered and compliant with SGRE globally and across the IT Supplier.
  • Process Improvement: Initiates improvements of procedures and processes in alignment with the Process Manager.

3. IT Supervisor Job Summary

  • Recruitment Support: Participate in the Recruitment of IT support personnel.
  • Training Delivery: Training of site and corporate tools, processes and service delivery.
  • Performance Management: Participate in the Performance management, Preparation and delivery of Performance Reviews, Personnel Development Plans, Training Plans, Terminations, Turnover, Succession Planning, Reward and Recognition Programs, etc.
  • Metrics Management: Participation in metrics management and performance of IT support and services.
  • Work Coordination: Participation and coordination of work schedules, priorities, and performance management of personnel for IT-related tasks and services.
  • Continuous Improvement: Participate and drive toward continuous improvement in metrics, performance and customer satisfaction of the team, including the analysis of key metric data.
  • Regulatory Compliance: Compliance with regulatory requirements, Security policies, and SOX-related activities.
  • Scheduling Management: Schedule personnel's job duties to provide necessary coverage.
  • Information Exchange: Participate in the exchange of ideas and information within the department.
  • Communication Skills: Organize verbal and written ideas clearly and use an appropriate business style.
  • Manager Reporting: Provide regular updates to appropriate managers.
  • Process Optimization: Assure that procedures and work instructions are efficient and not redundant.

4. IT Supervisor Accountabilities

  • Process Improvement: Offer new ideas and suggestions for improvement.
  • Best Practices Implementation: Identify and implement new practices and processes that are “best in the field”.
  • Customer Service: Commitment to customer service, anticipate, meet, and exceed expectations by solving problems quickly and effectively, making customer issues a priority.
  • Manager Consultation: Confer with the reporting manager on complex or unusual situations.
  • Performance Measurement: Establish new measurement systems.
  • Knowledge Sharing: Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
  • Policy Compliance: Ensure adherence to all company policies and procedures (i.e., Security, Health, Safety, and Quality).
  • Confidentiality Management: Maintain discretion and confidentiality in all areas about data and proprietary information, whether internal to Jabil or customer-specific.
  • Pressure Management: Work effectively under pressure with constantly changing priorities and deadlines.
  • Strategic Alignment: Understand and embrace the business and IT strategic direction.
  • Business Understanding: Understand business processes and business tools in the current environment.
  • Safety Compliance: Adhere to all safety and health rules and regulations associated with this position by the supervisor.
  • Customer Engagement: Engage with customers to evaluate issues and opportunities for improvement.

5. IT Supervisor Job Description

  • Operations Supervision: Supervises assigned Information Technology operations and employees, such as computer operations, production scheduling, data entry, telecommunications center, and user support/help desk functions.
  • Resource Management: Determines work requirements, priorities, and best use of resources for scheduled operations as well as during unplanned incidents.
  • Employee Guidance: Provides guidance to employees regarding work procedures, technical issues, work priorities, and special requests from customers.
  • Procedure Training: Instructs employees in the use of new internal procedures and operating instructions and evaluates employees on assigned shift.
  • Issue Resolution: Troubleshoots technical, operational, or customer service problems and takes corrective action to resolve conflicts.
  • Security Management: Ensures the security of the assigned operational center and assumes delegated management responsibility during emergencies.
  • Equipment Coordination: Coordinates arrangements for service personnel to repair equipment, ensuring maximum up-time of all equipment.
  • Process Improvement: Supervises and participates in the study of operations and procedures, and recommends changes to improve methods, procedures, service levels, and operational efficiency.
  • Schedule Communication: Notifies appropriate personnel of problems or changes to operational schedules or service levels.
  • Reporting Management: Prepares statistical and narrative reports regarding operational, vendor, or user activities.
  • Technical Training: Provides training to assigned employee or other personnel regarding specialized computer applications.
  • Operational Excellence: Improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality, seamless customer service.

6. IT Supervisor Details and Accountabilities

  • Project Leadership: Leads projects for design, development and maintenance of a data and analytics platform.
  • Data Management: Effectively and efficiently process, store and make data available to analysts and other consumers.
  • Stakeholder Collaboration: Works with key business stakeholders, IT experts and subject-matter experts to plan, design and deliver optimal analytics and data science solutions.
  • Team Coordination: Works on one or many product teams at a time.
  • System Design: Designs and automates the deployment of the distributed system for ingesting and transforming data from various types of sources (relational, event-based, unstructured).
  • Data Quality Assurance: Designs and implements a framework to continuously monitor and troubleshoot data quality and data integrity issues.
  • Data Governance: Implements data governance processes and methods for managing metadata, access, and retention of data for internal and external users.
  • Pipeline Engineering: Design and guide building reliable, efficient, scalable and quality data pipelines with monitoring and alert mechanisms that combine a variety of sources using ETL/ELT tools or scripting languages.

7. IT Supervisor Additional Details

  • Data Modeling: Designs and implements physical data models to define the database structure.
  • Performance Optimization: Optimizing database performance through efficient indexing and table relationships.
  • Pipeline Optimization: Participates in optimizing, testing, and troubleshooting of data pipelines.
  • Data Architecture: Designs, develops and operates large-scale data storage and processing solutions using different distributed and cloud-based platforms for storing data (e.g., Data Lakes, Hadoop, Hbase, Cassandra, MongoDB, Accumulo, DynamoDB, others).
  • Automation Development: Uses innovative and modern tools, techniques and architectures to partially or completely automate the most common, repeatable and tedious data preparation and integration tasks to minimize manual and error-prone processes and improve productivity.
  • Infrastructure Modernization: Assists with renovating the data management infrastructure to drive automation in data integration and management.
  • Agile Implementation: Ensures the timeliness and success of critical analytics initiatives by using agile development technologies such as DevOps, Scrum, and Kanban.
  • Team Coaching: Coaches and develops less experienced team members.

8. IT Supervisor Essential Functions

  • Technical Leadership: Provide technical leadership to the support team in managing upgrades, software enhancements, and troubleshooting issues.
  • Customer Satisfaction: Strive to exceed customer expectations in delivering on IT initiatives, incident response, and application availability.
  • Vendor Management: Manage vendor applications across multiple platforms, vendors, and business partners.
  • Customer Coordination: Meet with customers regularly to provide updates and to coordinate and prioritize projects and enhancements.
  • Consultant Oversight: Manage consultant work and time for some development and database support.
  • Performance Reporting: Report out to management on initiatives, projects, issues and key team metrics.
  • Team Collaboration: Work with other IT teams to coordinate work and troubleshoot issues.
  • Safety Inspection: Perform safety inspection and follow up on findings.
  • EHS Data Management: Gather environment, health, and safety data, including hazard reports.
  • EHS Expertise: Provide EHS expertise and knowledge to intern colleagues.
  • Regulatory Compliance: Ensure efficient maintenance of current and future EHS regulations.
  • Risk Management: Handle JSA update with the operation team and lead risk assessment and control planning.

9. Senior IT Supervisor General Responsibilities

  • Business Analysis: Gathering Business requirements that support the design, development, and rolling out of business applications and visual solutions for ISC, Finance, Commercial Excellence, and other functions.
  • Software Development: Deliver support to the complete software development process from conception to deployment.
  • Software Maintenance: Maintaining and upgrading production software and managing the end-to-end life cycle to produce software applications.
  • System Testing: Modify and test changes to the production software.
  • Data Visualization: Provide data and dimensions and develop a view, report and dashboard with fast speed to show insight and drive actions, with Tableau, Power BI, EDW, etc.
  • User Training: Conduct/Contribute to design overviews/training to Business SMEs/users.
  • Business Case Development: Develop business cases and align with the CFOs and track benefits.
  • IT Support: Assist and support the IT Manager, colleagues, and hotel guests in the use of the IT infrastructure, IT needs, and requests.
  • Network Administration: Handle the full range of network support and administration services, including Windows 2012-2016 Server, Hyper-V, VMWare, Windows 10, Cisco, LAN/WAN infrastructure, Office 365, SharePoint, OneDrive, and Teams.
  • Security Implementation: Participate in implementing the MOHG Security policy, network security.
  • PABX Support: Basic PABX Support (troubleshooting, replacing phones, call Flow Administration, reporting).
  • System Maintenance: Manage the maintenance of the hotel's computer and telephone systems.

10. IT Supervisor Responsibilities and Key Tasks

  • Technical Support: Provide frontline PC and server troubleshooting, and resolve IT issues for end users.
  • System Configuration: Modify configurations, utilities and software default settings.
  • Server Administration: Support and administer Windows Servers.
  • Database Management: Backup and optimize the database.
  • System Monitoring: Perform regular system health checks and capacity studies to ensure optimum performance of servers and the network.
  • Guest Support: Provide In-house guest IT-related matter troubleshooting.
  • On-Call Support: Occasionally on-call for problems on weekends and off-hours.
  • Contractor Coordination: Coordinate activities and projects of outside contractors and consultants.
  • Staff Management: Assist the Manager with interviewing, hiring, and disciplinary action.
  • Training Management: Maintain training and reference material library.
  • Budget Preparation: Assists with the preparation of the annual Information Services expense and capital budgets.
  • Performance Management: Develop and track goals for each direct report, as well as provide guidance and assignments.
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