Service Support Leader

Abraham Technical Services Inc; Rogers (MN); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health & Dental Insurance

Short/Long-Term Disability

Holiday & PTO

Life Insurance

401k Plan with Matching

Health Savings Account

Job summary

AbeTech is the U.S. market-leading systems integrator delivering tailored data capture solutions for manufacturing, warehousing, and distribution.

We seek a Service Support Supervisor to lead the support organization, drive KPIs, and partner with cross‑functional teams to ensure top‑tier client outcomes. Ideal candidates bring 3+ years in service desk or IT operations and 2+ years in leadership, with strong skills in ConnectWise, Power BI, and Dynamics 365.

Qualifications

• Leadership: Proven ability to lead, coach, mentor, and develop technical support professionals while building a culture of accountability and teamwork.
• Communication: Strong verbal, written, and interpersonal communication skills with the ability to effectively interact with clients, team members, and leadership.
• Customer Focus: Demonstrated commitment to delivering exceptional customer experiences and resolving service concerns professionally.
• Problem Solving: Strong troubleshooting, root cause analysis, and decision‑making capabilities.
• Process Discipline: Ability to manage SLAs, documentation standards, escalation procedures, and support workflows with consistency and accuracy.
• Adaptability: Comfortable managing changing priorities and working effectively in a fast‑paced support environment.
• Analytical Thinking: Ability to interpret KPIs and operational reporting to make informed business decisions.
• Team Development: Experience conducting performance reviews, career development planning, and employee coaching.
• 3+ years of experience in service desk, technical support, managed services, or IT operations.
• 2+ years of supervisory, team lead, or leadership experience.
• Experience managing ticketing systems, service boards, and support operations.
• Experience with ConnectWise Manage or similar PSA platforms preferred.
• Experience with Power BI, Microsoft Dynamics 365, and reporting tools preferred.
• Familiarity with managed services, MDM, SOTI, mobility solutions, and change management processes preferred.
• ITIL Foundation certification or equivalent service management experience preferred.

Responsibilities

• Lead and develop AbeTech's Support Organization, including Service Desk Tier I, Tier II, Mobility Solutions Specialists, Service Administrators, and Repair Technicians.
• Coach, mentor, and develop team members through regular one-on-one meetings, performance discussions, and career development planning.
• Establish individual and team goals that align with department objectives and organizational priorities.
• Oversee all support queues, service boards, dispatch activities, and escalation processes to ensure timely and efficient service delivery.
• Monitor SLA compliance, workload distribution, ticket quality, documentation standards, and time-entry accuracy.
• Serve as the primary escalation point for complex technical support issues and major client incidents.
• Partner with Engineering, Professional Services, Project Management, Sales, and Operations teams to ensure exceptional client outcomes.
• Drive accountability for support processes, documentation standards, knowledge management, and operational consistency.
• Own the Support organization's documentation strategy, including SOPs, work instructions, client documentation, and knowledge base governance.
• Identify opportunities for process improvements, automation, and operational efficiencies that improve service delivery.
• Oversee change management activities, ensuring production-impacting work is documented, approved, communicated, and executed appropriately.
• Support managed services environments, mobility solutions, MDM, and SOTI-related support activities.
• Participate in client service reviews, escalation meetings, and strategic account discussions as needed.
• Analyze KPIs and operational metrics using ConnectWise, Power BI, and Dynamics 365 to drive continuous improvement.
• Assist with resource forecasting, capacity planning, budgeting, and strategic departmental initiatives.

Skills

Leadership

Coaching

Communication

Customer Focus

Problem Solving

Process Discipline

Adaptability

Analytical Thinking

Team Development

Decision Making

Tools

ConnectWise Manage

Power BI

Microsoft Dynamics 365

PSA platforms

MDM

SOTI

Job description

AbeTech is the U.S. market-leading systems integrator delivering tailored data capture solutions for manufacturing, warehousing, and distribution.

We seek a Service Support Supervisor to lead the support organization, drive KPIs, and partner with cross‑functional teams to ensure top‑tier client outcomes. Ideal candidates bring 3+ years in service desk or IT operations and 2+ years in leadership, with strong skills in ConnectWise, Power BI, and Dynamics 365.