Supervisor, Client Services

731276186 A LA MODE TECHNOLOGIES INC; Oklahoma City (OK); On-site; USD 50,300 - 61,000; Full time

Job summary

The Technical Services Supervisor at 731276186 A LA MODE TECHNOLOGIES INC will lead and mentor our technical support team, balancing operational excellence with people development to deliver high-quality assistance while meeting performance metrics.

You will oversee daily operations, monitor queues, ensure SLA adherence, coach staff, track KPIs, and maintain strong client relationships as the primary escalation point.

Qualifications

• Bachelor’s degree in IT, Business Admin, or related field.
• Proven supervisory/management experience in technical support.
• Foundational understanding of systems, infrastructure, and troubleshooting.
• Strong leadership with coaching and engagement skills.
• Experience with operational metrics, KPI tracking, and performance management.
• Excellent communication and ability to translate technical concepts for clients.

Responsibilities

• Oversee daily operations of the technical services team.
• Monitor support queues and coordinate rapid responses.
• Ensure adherence to SLAs and internal standards.
• Coach staff and develop performance plans.
• Use metrics to identify gaps and drive improvements.
• Escalate complex issues and maintain client relationships.

Skills

Supervisory experience

Leadership

KPI tracking

Technical communication

Client relationship management

Coaching and mentoring

Education

Bachelor’s degree in IT or related field

Job description

Position Overview

We are seeking a dynamic Technical Services Supervisor to lead, coach, and inspire our technical support team. In this role, you will balance operational excellence with people development, ensuring our team consistently delivers high‑quality technical assistance while hitting our performance metrics.

Key Responsibilities

• Oversee day‑to‑day operations of the technical services team, ensuring smooth workflows and high‑quality service delivery.
• Monitor incoming support queues and coordinate team responses to maintain rapid, consistent technical assistance.
• Ensure strict adherence to Service Level Agreements (SLAs) and internal technical support standards.
• Provide one‑on‑one coaching and guidance to elevate troubleshooting skills and service quality; conduct performance reviews and contribute to professional development plans.
• Use operational metrics to track team performance, identify knowledge gaps, and implement improvement plans.
• Serve as the primary escalation point for complex technical issues and client inquiries; build and maintain strong client relationships.

Job Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or related field required.
• Proven supervisory or management experience within a technical support or help‑desk environment.
• Technical acumen with foundational understanding of systems, infrastructure, and advanced troubleshooting methodologies.
• Exceptional leadership skills with a track record of coaching, motivating, and driving engagement within a team.
• Demonstrated experience managing operational metrics, KPI tracking, and performance management.
• Excellent communication and interpersonal skills, with the ability to translate complex technical concepts into client‑friendly language.

Annual Pay Range: 50,300 - 61,000 USD

Cotality is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, disability, or veteran status.