Support Center Team Lead - Client Experience

Locknet Managed IT; Onalaska, Waterloo (WI, IA); On-site; USD 65,000 - 90,000; Full time

Job summary

Locknet Managed IT in Waterloo, IA is seeking a Support Center Team Supervisor to lead a team of Systems Administrators delivering remote client support. You will coach, set expectations, monitor metrics, and drive continuous improvement to ensure a world-class customer experience.

You will own the client relationship, coordinate with Account Executives and Technical Account Managers, and collaborate across engineering, security, and sales to align staffing and training with service goals.

Qualifications

• College degree in information services, business supervisory management or related field.
• 4 years of customer service experience.
• Experience in a call center environment preferred.
• Supervisory experience preferred.

Responsibilities

• Lead day-to-day operations of the Support Center Systems Administrators.
• Oversee customer issues and ensure effective, long-term resolutions.
• Monitor performance metrics and drive continuous improvement.
• Coordinate training and development opportunities for the team.
• Act as technical relationship manager with clients and Account Executives.

Skills

Customer service

Communication

Supervisory experience

Troubleshooting

Team leadership

Education

College degree in information services or related field

Tools

Windows-based PCs and servers

Job description

Locknet Managed IT in Waterloo, IA is seeking a Support Center Team Supervisor to lead a team of Systems Administrators delivering remote client support. You will coach, set expectations, monitor metrics, and drive continuous improvement to ensure a world-class customer experience.

You will own the client relationship, coordinate with Account Executives and Technical Account Managers, and collaborate across engineering, security, and sales to align staffing and training with service goals.