Technical Support Supervisor

This is a fully remote position, open to applicants in Florida.

📋 Description

• Lead, mentor, and develop a fully remote team of Advanced Technical Support Engineers.

• Conduct regular one-on-one meetings and provide actionable coaching.

• Oversee complex technical tasks and escalations, ensuring they are prioritized and resolved promptly.

• Collaborate across departments to ensure seamless end-to-end customer support.

• Monitor service levels, productivity, quality, and customer experience metrics.

• Manage scheduling, shift selections, and time-off requests for a 7-day, 16-hour operational framework.

• Assess team capabilities, identify skill gaps, and implement training, coaching, and development initiatives.

• Facilitate onboarding and the technical ramp-up process.

• Enhance support workflows, procedures, and overall operational effectiveness.

• Analyze recurring and complex technical challenges, identify trends and root causes, and promote corrective actions.

• Maintain and enhance technical documentation, troubleshooting procedures, knowledge resources, and escalation protocols.

• Collaborate with Network Operations, Engineering, Service Delivery, Customer Care, Field Operations, and other stakeholders.

• Execute additional responsibilities as assigned by the Supervisor.

⛳️ Requirements

• Bachelor's degree in a technical field or a combination of education and practical experience equivalent to it.

• At least 4 years of experience in leading, coaching, and developing technical support or operations teams.

• A minimum of 4 years of experience in IT Operations, Network Operations, or within a Network Operations Center (NOC) environment.

• Proven ability to troubleshoot complex technical issues in large-scale settings.

• Strong knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure.

• Excellent verbal and written communication skills.

• Ability to convey technical information, present data and insights, and collaborate effectively with technical teams, customers, and leadership.

• Willingness to work a flexible schedule, which may include occasional extended hours, weekends, or holidays.

• Preferred: leadership experience in telecommunications, with an Internet Service Provider (ISP), or in a related technical service environment.

• Preferred: experience with ServiceNow or similar enterprise ticketing systems, along with familiarity with ITIL principles and service management practices.

• Preferred: hands-on experience with SolarWinds, Nagios, or similar enterprise monitoring and diagnostic tools.

• Preferred: active CCNA, CCNP, ITIL, or other relevant technical or service management certifications.

🏝️ Benefits

• Comprehensive Healthcare/Dental/Vision Plans.

• 401K Retirement Plan with Company Match.

• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!).

• Paid Volunteer Time.

• Paid Parental Leave.

• Hotwire Service Discounts for employees residing in properties serviced by Hotwire.

• Discounted high-speed internet, video service, phone, and security service offerings.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts/Perks.