Supervisory Technical Support Representative
Job Summary
Leading a remote team, the full-time Supervisory Technical Support Representative will manage technical support staff, ensure quality service delivery, and drive continuous improvement in support operations.
Key responsibilities
- Supervise, coach, and mentor a team of technical support representatives providing first and second-level support
- Monitor team performance against established KPIs and service level agreements
- Handle escalated customer issues and complex technical problems while maintaining technical documentation
Required qualifications
- High School Diploma or GED required; Associate's or Bachelor's degree in an IT-related field preferred
- 5-7 years of technical support experience, with at least 2 years in a supervisory role
- Demonstrated experience in managing technical support teams and delivering customer service in a technical environment
- Ability to obtain a Public Trust clearance
- HDI Support Center Team Lead certification (or equivalent) or ability to obtain within 6 months of employment
Complete Job Description
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