Night Tech Support Supervisor - 24/7 Ops & Team Lead
The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health
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Job summary
Vibrant Emotional Health is seeking a Technical Support Supervisor to lead the 24/7 IT help desk and mentor Tier 1 and 2 staff. You will manage workloads, monitor performance, and ensure high-quality, timely support for end users.
This role requires strong technical troubleshooting, excellent communication, and escalation management. You will partner with engineering and product teams to drive improvements and maintain documentation.
Qualifications
- Supervise help desk staff in a high-volume IT environment.
- Strong troubleshooting across hardware, software, networking and remote tools.
- Experience with incident management and escalations.
- Commitment to customer-focused support with empathy.
- Familiarity with Salesforce, Jira, and ServiceNow.
- Ability to maintain knowledge base and SOPs.
- Monitor team metrics and drive improvements.
- Ability to make staffing decisions based on ticket volume.
Responsibilities
- Provide daily leadership and backup to Tier 1 and Tier 2 staff.
- Monitor queues, ensure timely responses and SLA adherence.
- Assist with escalations and resolution processes.
- Identify training needs and growth paths for team.
- Collaborate with engineering and product teams on bugs and features.
- Analyze support metrics and recommend improvements.
- Report team performance and trends to management.
- Maintain and improve knowledge base and workflows.
- Assist with scheduling for 24/7 coverage.
- Other duties as assigned.
Skills
Tools
Job description
Vibrant Emotional Health is seeking a Technical Support Supervisor to lead the 24/7 IT help desk and mentor Tier 1 and 2 staff. You will manage workloads, monitor performance, and ensure high-quality, timely support for end users.
This role requires strong technical troubleshooting, excellent communication, and escalation management. You will partner with engineering and product teams to drive improvements and maintain documentation.
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