Technical Support Supervisor

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

📋 Description

• Provide daily leadership, direction, and backup support to Tier 1 and Tier 2 support specialists.

• Oversee ticket queues to ensure prompt responses, resolutions, and adherence to SLAs.

• Assist with escalations and guarantee that professional resolution processes are followed.

• Identify training requirements and aid in the development of growth paths for team members.

• Collaborate with engineering and product teams regarding bugs, feature clarifications, and enhancements.

• Analyze support metrics and suggest process improvements.

• Report on team performance, escalations, and support trends to management.

• Maintain and enhance the internal knowledge base and workflow documentation.

• Assist with scheduling to ensure continuous 24/7 coverage.

• Prioritize tickets based on urgency, impact, and SLA compliance.

• Make staffing decisions regarding ticket volume and shift coverage.

• Coordinate shift transitions with other supervisors.

• Assign and prioritize daily tasks, incidents, and service requests.

• Monitor workload distribution and ensure timely ticket resolution.

• Establish performance expectations and conduct regular check-ins or huddles.

• Manage programs/projects and execute work plans and objectives.

• Monitor interim results and devise contingency plans.

• Identify inefficiencies and provide improvement recommendations to management.

⛳️ Requirements

• Bachelor’s degree in Computer Science or a related field, or 4+ years of technical support experience in lieu of a degree.

• 3+ years of experience in a technical support position.

• 2+ years of experience in a team lead, supervisory, or people management capacity.

• Proven experience supervising help desk or IT support staff in a high-volume setting.

• Strong understanding of common IT systems, hardware, software, networking, and remote support tools.

• Ability to assess and escalate incidents appropriately while ensuring timely resolutions.

• Demonstrated commitment to user-focused support with empathy and professionalism.

• Familiarity with Salesforce, Jira, and ServiceNow.

• Ability to maintain knowledge base articles and ensure compliance with standard operating procedures.

• Ability to monitor and track team metrics effectively.

• Experience in supporting 24/7 or shift-based technical support environments preferred.

• Technical certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Fundamentals, or Microsoft Technology Associate (MTA) are advantageous.

• Must be able to remain stationary for at least 50% of the time.

• Must frequently operate a computer and other office productivity machinery.

• Must regularly communicate over video calls and other channels with both internal and external stakeholders.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Supplemental income insurance.

• Employer-paid disability insurance.

• Employer-paid life insurance.

• Pre-tax FSA for medical and dependent care.

• 401(k).

• Equal opportunity employer.

• Flexible consideration of equivalent combinations of knowledge, skills, education, and experience.