Evening 24/7 Tech Support Team Lead

vibrant; United States; On-site; USD 88,000 - 117,000; Full time

Job summary

Vibrant Emotional Health is seeking a Technical Support Supervisor to lead a 24/7 IT support team and ensure high-quality end-user assistance. You will mentor staff, manage workload, monitor performance, and coordinate with engineering and product teams on bugs and improvements.

The role requires strong communication, customer-first mindset, and the ability to lead by example in a fast-paced environment with a shift from 5pm to 1am EST.

Qualifications

• Bachelor's degree in Computer Science or a related field or 4+ years in technical support in lieu of degree.
• 3+ years of experience in a technical support role.
• 2+ years in a team lead, supervisory, or people management role.
• Technical certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, M365 Fundamentals, MTA are a plus.

Responsibilities

• Provide daily leadership 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 maintain professional resolution processes.
• Identify training needs and develop growth paths for team members.
• Collaborate with engineering and product teams on bugs and feature clarifications.
• Analyze support metrics and report performance and trends to the manager.
• Maintain knowledge base and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage.

Skills

Team Management

Technical Troubleshooting

Incident & Escalation Management

Customer Service Excellence

Ticket System Proficiency

Documentation

Performance Monitoring

Education

Bachelor's degree in Computer Science or related field

4+ years of technical support experience in lieu of degree

Tools

Salesforce

Jira

ServiceNow

Job description

Vibrant Emotional Health is seeking a Technical Support Supervisor to lead a 24/7 IT support team and ensure high-quality end-user assistance. You will mentor staff, manage workload, monitor performance, and coordinate with engineering and product teams on bugs and improvements.

The role requires strong communication, customer-first mindset, and the ability to lead by example in a fast-paced environment with a shift from 5pm to 1am EST.