24/7 Tech Support Team Lead

Vibrant Emotional Health; United States; On-site; USD 88,000 - 117,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Pre-tax FSA

Job summary

Vibrant Emotional Health is seeking a Technical Support Supervisor to lead our 24/7 IT support operations, supervising Tier 1 and 2 technicians, ensuring SLA adherence, and collaborating with engineering to resolve issues quickly.

You will mentor staff, monitor queues and metrics, manage escalations, and contribute to knowledge base improvements while maintaining a customer‑focused service culture. Full-time, 5pm–1am EST shift.

Qualifications

• Bachelor's degree in Computer Science or a related field or 4+ years of technical support experience in lieu of degree.
• 2+ years in a team lead, supervisory, or people management role preferred.
• Experience supporting 24/7 or shift-based technical support environments preferred.
• Technical certifications a plus, including: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Fundamentals, Microsoft Technology Associate (MTA)

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 assigned.

Skills

Team Management

Technical Troubleshooting

Incident Escalation

Customer Service

Ticket System Proficiency

Documentation

Performance Monitoring

Customer Service Excellence

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

Jira

ServiceNow

Job description

Vibrant Emotional Health is seeking a Technical Support Supervisor to lead our 24/7 IT support operations, supervising Tier 1 and 2 technicians, ensuring SLA adherence, and collaborating with engineering to resolve issues quickly.

You will mentor staff, monitor queues and metrics, manage escalations, and contribute to knowledge base improvements while maintaining a customer‑focused service culture. Full-time, 5pm–1am EST shift.