Evening Technical Support Team Lead
Vibrant
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Benefits offered by this job
Job summary
Vibrant Emotional Health is seeking a Technical Support Supervisor to lead a 24/7 IT support team, ensuring high-quality technical assistance for end users. You will mentor Tier 1 and 2 staff, manage workload, and monitor performance while coordinating with engineering and product teams for issue resolution.
Ideal candidates have strong leadership, customer-focused service, and hands-on troubleshooting skills with experience in ticketing systems and documentation.
Qualifications
- Bachelor's degree in Computer Science or a related field or 4+ years of technical support experience in lieu of degree.
- Experience supervising help desk or IT support staff in a high-volume environment is required.
- Strong knowledge of IT systems, hardware, software, networking, and remote support tools.
Responsibilities
- Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialists.
- Monitor ticket queues and ensure timely response, resolution and SLA adherence.
- Assist with escalations to ensure smooth, professional resolutions.
- Identify training needs and 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.
Skills
Education
Tools
Job description
Vibrant Emotional Health is seeking a Technical Support Supervisor to lead a 24/7 IT support team, ensuring high-quality technical assistance for end users. You will mentor Tier 1 and 2 staff, manage workload, and monitor performance while coordinating with engineering and product teams for issue resolution.
Ideal candidates have strong leadership, customer-focused service, and hands-on troubleshooting skills with experience in ticketing systems and documentation.
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