Supervisor, Service Support

🕒 August 28

🇺🇸 United States – Remote

💵 $75k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Flexential

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

🤝 B2B

🏢 Enterprise

📡 Telecommunications

B2B • Enterprise • Telecommunications

Flexential is a US-based provider of data center infrastructure and hybrid IT services. The FlexAnywhere® platform combines colocation, cloud (public/private/hybrid), connectivity/interconnection, data protection, managed and professional services to support enterprise workloads — including high-density GPU and AI/ML deployments. Flexential operates 40+ data centers across 18 US markets (3M+ sq. ft. footprint) and a 100+ Gbps network backbone, and positions itself as a B2B partner for enterprises needing resilient, scalable, and interconnected infrastructure.

📋 Description

• Drive responses to customer cases and ensure proper ticket routing • Monitor, motivate, and document team and individual performance, punctuality, professionalism, and adherence to policies and procedures • Document disciplinary issues and provide consistent employee feedback through one-on-one meetings • Partner with managers to develop and improve processes and procedures • Champion customer experience, first call resolution, team development, team efficiency and metrics, and team project status updates • Communicate team objectives, goal progress, and operational updates • Ensure successful onboarding and training of new hires • Create and manage team schedules • Oversee workload handoffs between shifts to maintain a seamless customer experience • Serve as the primary escalation point for single-customer and multi-customer outages • Facilitate outage communications and provide timely updates to internal and external stakeholders

🎯 Requirements

• 2 to 5 years of experience in 24/7 IT enterprise support environments, quality control, staffing, delegation, performance management, team building, and employee coaching and feedback • Strong knowledge of IT best practices, policies, and procedures • Strong organizational, time management, and project planning skills • Excellent problem-solving, critical thinking, and decision-making skills under pressure • Experience resolving customer and internal conflicts • Excellent verbal and written communication skills, including phone etiquette, writing, and active listening • Strong attention to detail • Strong work ethic • Strong customer service and interpersonal skills • Ability to influence, lead, and coach others • Ability to collaborate effectively with peers to resolve cross-shift and departmental roadblocks • Positive attitude and team-first mindset • Frequent computer and keyboard use • Extended periods of sitting or standing • Heavy phone usage • Must be legally authorized to work in the United States • Must reside in a state where the company maintains employment eligibility at the time of hire and throughout employment

🏖️ Benefits

• Discretionary annual bonus based on individual and company performance • Medical, Telehealth, Dental and Vision • 401(k) • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) • Life and AD&D • Short Term and Long-Term disability • Flex Paid Time Off (PTO) • Leave of Absence • Employee Assistance Program • Wellness Program • Rewards and Recognition Program