Technical Support Supervisor

Trooh is a leading American media company, reaching millions of Gen Z consumers on their daily journey throughout their college years. We have transformed the landscape with the integration of data, insights, and digital into large‑scale, sought‑after locations. As leaders in audience targeting to 18‑24‑year‑olds, we have built scale and impact through our campus environments in over 1000+ colleges and universities nationwide. Trooh’s extensive addressable media, spread across thousands of high dwell time locations, ensure high‑impact solutions to engage Gen Z consumers at the right time.

This is an exciting opportunity for an IT Supervisor to join our team in the Toronto office. At Trooh, we are proud to be Great Place to Work Certified, reflecting our commitment to fostering an environment where our team members can thrive. This leadership role will be supporting their team in maintenance, configuration and reliable operation of computer systems and servers. In this role you will be responsible for providing leadership and hands‑on expertise in desktop support, server infrastructure, cybersecurity, Microsoft administration, and other IT‑related functions to limit disruptions to the business.

This position will also lead our Network Operations Centre (NOC) with monitoring, maintaining, and optimizing the network infrastructure of our digital signage screens across the United States. You will use our CMS and RDP applications like Team Viewer to resolve all issues and proactively monitor and ensure successful deployment of digital content on our screens. You will play a critical role in ensuring the reliability, performance, and security of our network operations.

Responsibilities

Give access to computer networks

Report on the performance of computer systems and networks

Respond to users experiencing difficulties with computer

Consult user guides, technical manuals and other documents to research and implement solutions

Provide advice and training to users in response to identified difficulties

Collect, organize and maintain a problems and solutions log for use by other technical support analysts

Participate in the redesign of applications and other software

Supervise other technical support workers in this group

Provide business systems, network and Internet support to users in response to identified difficulties

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

Perform Web‑server backup and recovery operations

Provide customer service

Internal IT

Desktop support: answer, evaluate, and prioritize requests for assistance from internal users experiencing problems with hardware, software, networking and other computer related technologies. Ensure service level agreement targets are met and interactions are positive.

Microsoft Administration: manage and administer Microsoft environments, including Active Directory, Exchange, and other Microsoft services ensuring proper licensing, updates, and compliance with Microsoft best practices.

Server Infrastructure: oversee the maintenance of the server infrastructure, ensuring the availability, security, and optimal performance.

Cybersecurity: develop, implement and maintain cybersecurity policies and practices to safeguard company data and systems; conduct regular security audits and vulnerability assessments.

Vendor Management: manage relationships with IT vendors and service providers. Evaluate and select vendors, negotiate contracts, and ensure service delivery meets expectations.

IT Policies: develop and implement all IT policies and procedures, including those for security, disaster recovery, purchasing, etc.

Documentation: maintain comprehensive documentation for IT systems, configurations, and procedures.

Backup and Disaster Recovery: develop and maintain robust backup and disaster recovery plans to ensure business continuity in the event of system failures or unforeseen incidents.

IT Compliance: ensure compliance with relevant IT regulations, industry standards, and data protection requirements.

Budget Management: optimize IT expenditures while ensuring the delivery of high‑quality services.

Network Operations Center

Proactively manage and monitor all of Trooh’s digital signage assets across the USA using a combination of tools to ensure high connectivity and security.

Manage and assist the team to provide technical support to field technicians by connecting to unattended devices and walking technicians through troubleshooting steps.

Perform fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Maint