Technical Support Supervisor

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $87.6k - $117.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Vibrant

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

💼 Consulting

📣 Marketing

📱 Media

Consulting • Marketing • Media

Vibrant is a membership-based network of LGBTQ+ entertainment marketing professionals that organizes events, panels, socials, and industry programming to support, promote, and connect members across the entertainment and marketing ecosystem. The group maintains a member directory, leadership committee, sponsorship opportunities, and spotlight/nomination programs to showcase members’ work and provide professional development and community-building.

📋 Description

• 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 and ensure professional resolution processes • 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 • Report team performance, escalations, and support trends to the manager • Maintain and improve the internal knowledge base and workflow documentation • Assist with scheduling to ensure 24/7 coverage • Prioritize tickets based on urgency, impact, and SLA alignment • Make staffing decisions for ticket volume and shift coverage • Coordinate shift transitions with other supervisors • Assign and prioritize daily tasks, incidents, and service requests • Monitor workload distribution and timely ticket resolution • Set performance expectations and conduct regular check-ins or huddles • Manage programs/projects and implement work plans and objectives • Monitor interim results and develop contingency plans • Identify inefficiencies and report improvement recommendations to the manager

🎯 Requirements

• Bachelor’s degree in Computer Science or a related field, or 4+ years of technical support experience in lieu of degree • 3+ years of experience in a technical support role • 2+ years of experience in a team lead, supervisory, or people management role • Proven experience supervising help desk or IT support staff in a high-volume environment • Strong knowledge of common IT systems, hardware, software, networking, and remote support tools • Ability to assess and escalate incidents appropriately while ensuring timely resolution • Demonstrated commitment to user-focused support with empathy and professionalism • Familiarity with Salesforce, Jira, and ServiceNow • Ability to maintain knowledge base articles and ensure adherence to standard operating procedures • Ability to monitor and track team metrics • Experience 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 a plus • Must be able to remain stationary for at least 50% of the time • Must constantly operate a computer and other office productivity machinery • Must frequently communicate over video calls and other channels with 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