Supervisor, Client Services

Cotality; Oklahoma City (OK); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

PTO + 11 holidays

Parental leave up to 16 weeks

Health plans with wellness support

401(k) with company match

Well-being stipend

Tuition assistance

Job summary

Cotality is seeking a dynamic Technical Services Supervisor to lead and inspire the technical support team in Oklahoma City. The role focuses on operational excellence, coaching, and mentoring to deliver high-quality service and meet performance targets.

You will drive daily operations, supervise queue management, and oversee performance metrics while maintaining strong client relations and adherence to service standards. A bachelor's degree and leadership experience are preferred.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or related field.
• Leadership experience in a supervisory or management role within a technical support or helpdesk environment.
• Strong foundational understanding of technical systems and advanced troubleshooting methodologies.
• Excellent communication and interpersonal skills, with the ability to translate complex technical concepts for clients.

Responsibilities

• Oversee day-to-day operations of the technical services team and ensure high-quality service delivery.
• Monitor support queues and coordinate responses for rapid, accurate technical assistance.
• Ensure adherence to SLAs and internal technical support standards.
• Provide one-on-one coaching and mentorship to associates to improve skills and service quality.
• Participate in performance reviews and support professional development plans.
• Track performance metrics and implement improvement plans when needed.
• Serve as primary escalation point for complex issues and client inquiries.
• Build and maintain strong client relationships while balancing technical excellence.

Skills

Leadership

People management

Operational metrics

Troubleshooting

Client communication

Coaching

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. You will be the driving force behind daily operations, the champion of our service standards, and a dedicated mentor to our technical associates.

Key Responsibilities

• Team Leadership & Operations
  • Daily Supervision: Oversee the day-to-day operations of the technical services team, ensuring smooth workflows, optimal performance, and high-quality service delivery.
  • Queue Management: Monitor incoming support queues and strategically coordinate team responses to maintain rapid, consistent, and accurate technical assistance.
  • SLA Compliance: Ensure strict adherence to Service Level Agreements (SLAs) and internal technical support standards.
  • Mentorship & Performance Management Coaching & Guidance: Provide dedicated one-on-one coaching, technical guidance, and mentorship to associates to elevate their troubleshooting skills and service quality.
  • Professional Growth: Participate in performance reviews, deliver constructive feedback, and help team members map out their professional development and growth.
  • Metrics & Analytics: Utilize operational metrics to track team performance, identify knowledge gaps, and implement performance improvement plans when necessary.
  • Escalation & Client Relations Escalation Point: Serve as the primary escalation point for complex technical issues and client inquiries, ensuring swift and satisfactory resolution.
  • Relationship Building: Foster and maintain strong relationships with clients, balancing technical expertise with exceptional customer service.

Job Qualifications

• Bachelor's degree in Information Technology, Business Administration, or related field required.
• Education: Bachelor's degree in Information Technology, Business Administration, or a closely related field preferred.
• Leadership Experience: Proven experience in a supervisory or management role within a technical support or helpdesk environment.
• Technical Acumen: Strong foundational understanding of technical systems, infrastructure, and advanced troubleshooting methodologies.
• People Management: Exceptional leadership skills with a proven track record of coaching, motivating, and driving engagement within a team.
• Operational Drive: Demonstrated experience managing operational metrics, KPI tracking, and performance management.
• Communication: 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

Benefits

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Equal Opportunity

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.

Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.