Help Desk Team Lead, 1st Shift

Creative Realities Inc; Berrytown (KY); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical, Life and Disability insurance

Dental and Vision insurance programs

401(k) company match

Paid time off and holidays

Job summary

Creative Realities, Inc. is seeking a Support Supervisor to lead the 1st shift support team and ensure timely, effective customer service. You will report to the Support Manager and work with teammates to maintain and exceed service standards.

This role requires coordinating with multiple departments, monitoring performance, and driving process improvements while maintaining a positive team culture.

Qualifications

• 2+ years of experience in a helpdesk/call center environment.
• Diploma or equivalent required.
• Familiarity with Windows, iOS, Linux.
• Experience with CRM systems and ticket management.
• Strong communication and interpersonal skills.
• Experience in a supervisory role (2–3 years) in customer support.

Responsibilities

• Oversee all 1st shift team members and ensure performance.
• Monitor SLA adherence and ensure timely support.
• Coach and onboard new team members.
• Escalate critical issues and coordinate with management.
• Collaborate with other departments to meet client needs.
• Analyze team performance and implement improvement actions.
• Foster a positive, productive team culture.

Skills

Customer service

Supervisory skills

Communication

Problem solving

Team leadership

Education

Diploma or equivalent

Tools

CRM systems

Ticket management

Microsoft Office

Job description

Creative Realities, Inc. is seeking a Support Supervisor to lead the 1st shift support team and ensure timely, effective customer service. You will report to the Support Manager and work with teammates to maintain and exceed service standards.

This role requires coordinating with multiple departments, monitoring performance, and driving process improvements while maintaining a positive team culture.