Support Center Team Supervisor

Job Description

Responsibilities

• Provide day-to-day leadership to Support Center Systems Administrators
• Oversee customer issues and ensure effective, long-term resolutions
• Create an environment of coaching, collaboration, and ongoing knowledge sharing
• Set clear expectations, monitor performance, and foster a high-performance, customer-focused culture
• Hold bi-weekly 1:1s to:
• Assess technical skills and service levels
• Provide feedback from ticket monitoring
• Review attendance and key metrics
• Build career development and progression plans
• Coordinate training and development opportunities

Drive Operational Excellence

• Develop and implement procedures and policies that improve Support Center efficiency
• Build a culture of awareness for inbound call volume, calls in queue, and abandoned calls
• Monitor ticket and phone queues: assign work, manage alerts, and balance workloads
• Lead regular team meetings (client updates, departmental changes, Q&A, recognition, project updates)
• Prepare and share monthly performance reports covering:
• Staffing and skill gaps
• Training and onboarding needs
• Hardware/software needs
• Team performance against goals and SLAs
• Service failures and customer concerns

Own the Client Experience

• Serve as a technical relationship manager for your clients, partnering closely with Account Executives and Technical Account Managers
• Ensure clients are subscribed to the right products and services
• Act as the primary technical resource during client onboarding: document environments, coordinate technical resources, and collaborate with the Project Manager
• Work quickly and thoroughly to resolve end user issues
• Develop ways to gather strategic and tactical feedback from clients
• Identify and drive continuous improvement opportunities, future project ideas, and satisfaction initiatives

Collaborate Across the Organization

• Act as a liaison between Support Center, System Engineering, Security Engineering, Network Engineering, Platform teams, and Sales
• Partner with leadership on staffing strategy and team capabilities
• Assist with recruiting, interviewing, hiring recommendations, onboarding, and training new team members
• Perform other related duties as needed

What You Bring

Minimum Requirements

• College degree in information services, business supervisory management or related field
• 4 years of customer service experience

Preferred

• Supervisory experience
• Call center environment experience

Skills & Qualifications

• Exceptional customer service orientation
• Ability to explain, troubleshoot, and resolve basic technical device and system issues
• Experience with Windows-based PCs and servers; strong general office software knowledge
• Excellent written and verbal communication skills
• Strong understanding of organizational goals and how your team supports them
• Ability to present complex ideas in clear, user-friendly language
• Highly self-motivated, detail-oriented, and accountable
• Strong analytical and problem-solving skills
• Able to prioritize effectively in a fast-paced, high-pressure environment
• Proven success in a team-oriented, collaborative setting
• Positive attitude that uplifts the team and improves morale

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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