[Hiring] Technical Support Shift Supervisor @Vibrant Emotional Health

Role Description

The 988 Technical Support Supervisor is one of three key leaders responsible for overseeing part of the daily operations of the 24/7 support team, ensuring high-quality technical support is delivered to end-users. This role combines hands-on troubleshooting expertise with leadership responsibilities, including team mentoring, workload management, and performance monitoring. The technical support supervisor plays a key role in maintaining service standards, improving support workflow, and serving as a liaison between the help desk, other IT teams, and leadership. This position requires strong communication, a customer-first mindset, and the ability to lead by example in a fast-paced environment.

Duties/Responsibilities:

• Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialists.
• Monitor ticket queues and ensure timely responses, resolutions, and SLA adherence.
• Assist with escalations, ensuring a smooth and professional resolution process.
• Identify training needs and help develop growth paths for team members.
• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements.
• Analyze support metrics and recommend process improvements.
• Regularly report team performance, escalations, and support trends to the manager.
• Maintain and improve internal knowledge base and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage needs are met.
• Additional duties as needed.

Qualifications

• Typically requires a Bachelor’s degree.
• Three to five years of relevant experience performing similar responsibilities.
• With a Master’s degree, three or more years of experience will be accepted.

Requirements

• Team Management: Proven experience supervising help desk or IT support staff in a high-volume environment.
• Technical Troubleshooting: Strong knowledge of common IT systems, hardware, software, networking, and remote support tools.
• Incident & Escalation Management: Ability to assess and escalate issues appropriately while ensuring timely resolution.
• Customer Service Excellence: Demonstrated commitment to delivering user-focused support with empathy and professionalism.
• Ticket System Proficiency: Familiarity with platforms such as Salesforce, Jira, and ServiceNow.
• Documentation: Ability to maintain knowledge base articles and ensure team adherence to standard operating procedures.
• Performance Monitoring: Monitor and track team metrics for continuous improvement opportunities.
• Decision Making:
  • Prioritize incoming tickets based on urgency, impact, and alignment with SLAs to ensure timely resolution.
  • Determine when to escalate issues.
  • Make staffing decisions to handle ticket volume and shift coverage.
  • Identify when updates to knowledge base documentation are needed.
  • Make informed recommendations to management regarding process improvements.
  • Work with the team and management to determine temporary workarounds as needed.

Benefits

• Excellent comprehensive benefits, including medical, dental, vision, and supplemental income insurance.
• Employer paid disability insurance and life insurance.
• Pre-tax FSA for medical and dependent care.
• 401K available.