Support Center Team Supervisor

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

Job DetailsJob Location: Waterloo, IA 50701

If you’re passionate about leading technical teams, elevating customer experience, and building a culture of excellence, we’d like to meet you.

Step into a leadership role where your technical expertise and people skills directly impact client satisfaction. As a Support Center Team Supervisor at Locknet, you’ll lead a team of Systems Administrators who provide remote support to our external clients—keeping their businesses running smoothly and securely.

You’ll be the visible, go-to leader on the floor: coaching, answering questions, removing roadblocks, and helping the team through challenging situations. You’ll turn data into action by reviewing performance metrics, spotting trends, and driving continuous improvement—always with the goal of delivering a truly “World Class” customer experience.

What You’ll Do

Lead & Develop the Team

• Provide day-to-day leadership to Support Center Systems Administrators
• Oversee customer issues and ensure effective, long-term resolutions
• Create an environment of coaching, collaboration, and ongoing knowledge sharing
• Set clear expectations, monitor performance, and foster a high-performance, customer-focused culture
• Hold bi-weekly 1:1s to:
  • Assess technical skills and service levels
  • Provide feedback from ticket monitoring
  • Review attendance and key metrics
  • Build career development and progression plans
  • Coordinate training and development opportunities

Drive Operational Excellence

• Develop and implement procedures and policies that improve Support Center efficiency
• Build a culture of awareness for inbound call volume, calls in queue, and abandoned calls
• Monitor ticket and phone queues: assign work, manage alerts, and balance workloads
• Lead regular team meetings (client updates, departmental changes, Q&A, recognition, project updates)
• Prepare and share monthly performance reports covering:
  • Staffing and skill gaps
  • Training and onboarding needs
  • Hardware/software needs
  • Team performance against goals and SLAs
  • Service failures and customer concerns

Own the Client Experience

• Serve as a technical relationship manager for your clients, partnering closely with Account Executives and Technical Account Managers
• Ensure clients are subscribed to the right products and services
• Act as the primary technical resource during client onboarding: document environments, coordinate technical resources, and collaborate with the Project Manager
• Work quickly and thoroughly to resolve end user issues
• Develop ways to gather strategic and tactical feedback from clients
• Identify and drive continuous improvement opportunities, future project ideas, and satisfaction initiatives

Collaborate Across the Organization

• Act as a liaison between Support Center, System Engineering, Security Engineering, Network Engineering, Platform teams, and Sales
• Partner with leadership on staffing strategy and team capabilities
• Assist with recruiting, interviewing, hiring recommendations, onboarding, and training new team members
• Perform other related duties as needed

What You Bring

Minimum Requirements

• College degree in information services, business supervisory management or related field
• 4 years of customer service experience

Preferred

• Supervisory experience
• Call center environment experience

Skills & Qualifications

• Exceptional customer service orientation
• Ability to explain, troubleshoot, and resolve basic technical device and system issues
• Experience with Windows-based PCs and servers; strong general office software knowledge
• Excellent written and verbal communication skills
• Strong understanding of organizational goals and how your team supports them
• Ability to present complex ideas in clear, user-friendly language
• Highly self-motivated, detail-oriented, and accountable
• Strong analytical and problem-solving skills
• Able to prioritize effectively in a fast-paced, high-pressure environment
• Proven success in a team-oriented, collaborative setting
• Positive attitude that uplifts the team and improves morale

Who We Are

Locknet Managed IT, an EO Johnson company, stands as one of the nation's premier managed service providers (MSP) and managed security service providers (MSSP). Specializing in strategic cybersecurity, Locknet offers a comprehensive suite of solutions tailored to meet the unique needs of small and mid-market clients across various industries. With a presence in Minnesota, Wisconsin, and Iowa, Locknet has been delivering world-class technology strategies to the Midwest for over 30 years, founded on the promise of keeping Your Network. Safe.

Locknet provides a wide range of managed security and network management services, including technology assessments, cloud services, advanced managed security, end-user support, server and PC management, private-cloud backup, data center services, and more. Locknet is UCS/SOC 2 Type II audited and an FFIEC examined TSP, ensuring clients enjoy the highest level of trust and peace of mind. Discover more at locknetmanagedit.com.

Equal Employment Opportunity

EO Johnson Business Technologies is committed to providing equal employment opportunity to all applicants and employees regardless of race, color, religion, gender, age, national origin, disability, military service, protected veteran status, sexual orientation, gender identity, or any other status protected by law.