[Hiring] Supervisory Technical Support Representatives @Koniag Government Services, LLC

Role Description

Koniag Technology and Infrastructure Solutions (KTIS) is seeking experienced Supervisory Technical Support Representatives to lead our contact center support team. The ideal candidates will have strong leadership skills and a customer-focused approach. These supervisors will be responsible for managing technical support staff, ensuring quality service delivery, and driving continuous improvement in our support operations.

• Oversee daily support operations and lead a team of technical support representatives.
• Supervise, coach, and mentor a team of technical support staff providing first-level and second-level technical support.
• Monitor team performance against established KPIs and service level agreements.
• Coordinate daily activities, manage schedules, and allocate resources to meet service demands.
• Review and evaluate the quality of technical support provided by team members.
• Provide feedback, training, and developmental guidance to team members.
• Participate in hiring, onboarding, and performance evaluation processes.
• Handle escalated customer issues and complex technical problems.
• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Generate regular reports on team performance, ticket metrics, and customer satisfaction.
• Identify trends and recurring issues to develop proactive solutions.
• Collaborate with other departments to resolve cross-functional challenges.
• Implement and maintain quality assurance processes.
• Stay current with emerging technologies and industry best practices.
• Ensure compliance with organizational policies and security protocols.
• Serve as a technical resource for the team by providing guidance on complex issues.

Qualifications

• High School Diploma or GED required (Associate's or Bachelor's degree in IT-related field preferred).
• 5-7 years of technical support experience, with at least 2 years in a supervisory capacity.
• Demonstrated experience in managing technical support teams.
• Proven track record of successful customer service delivery in a technical environment.
• HDI Support Center Team Lead (or equivalent) or ability to obtain within 6 months of employment.

Requirements

• Strong leadership and team management skills.
• Extensive technical knowledge of computer systems, networks, and enterprise applications.
• Experience with help desk ticketing systems and support metrics.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and manage competing demands.
• Strong problem-solving and decision-making abilities.
• Customer service orientation with a focus on quality.
• Experience with workforce management and scheduling.
• Knowledge of ITIL practices and service desk operations.
• Ability to work in a fast-paced, changing environment.
• Proficiency with Microsoft Office suite and technical support tools.
• Experience conducting performance evaluations and providing constructive feedback.
• Ability to manage stressful situations and maintain composure.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off.
• Paid parental leave.
• Life and disability insurance.
• Flexible spending accounts.
• Commuter benefits.
• Tuition reimbursement.