Support Center Team Supervisor

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

Job summary

Locknet Managed IT, an EO Johnson company, seeks a motivated leader to supervise a team of Systems Administrators delivering remote support to clients. This role coaches staff, removes roadblocks, and drives a world-class customer experience.

You will review performance metrics, develop training plans, and report on staffing, onboarding, and SLA attainment. A college degree and 4 years of service experience are preferred.

Qualifications

• Minimum requirements include a college degree in information services, business supervisory management or a related field.
• 4 years of customer service experience are preferred.
• Excellent written and verbal communication skills are essential.
• Strong analytical and problem solving abilities are required.
• Ability to prioritize effectively in a fast-paced environment.

Responsibilities

• Lead and develop the Support Center Systems Administrators team.
• Oversee customer issues and ensure long-term resolutions.
• Monitor queues, assign work, and balance workloads.

Skills

Customer service

Technical troubleshooting

Communication

Analytical thinking

Prioritization

Team collaboration

Problem solving

Education

College degree in information services, business supervisory management or related field

Tools

Windows OS

Job description

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 DoLead & Develop the TeamProvide day-to-day leadership to Support Center Systems AdministratorsOversee customer issues and ensure effective, long-term resolutionsCreate an environment of coaching, collaboration, and ongoing knowledge sharingSet clear expectations, monitor performance, and foster a high-performance, customer-focused cultureHold bi-weekly 1:1s to:Assess technical skills and service levelsProvide feedback from ticket monitoringReview attendance and key metricsBuild career development and progression plansCoordinate training and development opportunitiesDrive Operational ExcellenceDevelop and implement procedures and policies that improve Support Center efficiencyBuild a culture of awareness for inbound call volume, calls in queue, and abandoned callsMonitor ticket and phone queues: assign work, manage alerts, and balance workloadsLead regular team meetings (client updates, departmental changes, Q&A, recognition, project updates)Prepare and share monthly performance reports covering:Staffing and skill gapsTraining and onboarding needsHardware/software needsTeam performance against goals and SLAsService failures and customer concernsOwn the Client ExperienceServe as a technical relationship manager for your clients, partnering closely with Account Executives and Technical Account ManagersEnsure clients are subscribed to the right products and servicesAct as the primary technical resource during client onboarding: document environments, coordinate technical resources, and collaborate with the Project ManagerWork quickly and thoroughly to resolve end user issuesDevelop ways to gather strategic and tactical feedback from clientsIdentify and drive continuous improvement opportunities, future project ideas, and satisfaction initiativesCollaborate Across the OrganizationAct as a liaison between Support Center, System Engineering, Security Engineering, Network Engineering, Platform teams, and SalesPartner with leadership on staffing strategy and team capabilitiesAssist with recruiting, interviewing, hiring recommendations, onboarding, and training new team membersPerform other related duties as neededWhat You BringMinimum RequirementsCollege degree in information services, business supervisory management or related field4 years of customer service experiencePreferredSupervisory experienceCall center environment experienceSkills & QualificationsExceptional customer service orientationAbility to explain, troubleshoot, and resolve basic technical device and system issuesExperience with Windows-based PCs and servers; strong general office software knowledgeExcellent written and verbal communication skillsStrong understanding of organizational goals and how your team supports themAbility to present complex ideas in clear, user-friendly languageHighly self-motivated, detail-oriented, and accountableStrong analytical and problem-solving skillsAble to prioritize effectively in a fast-paced, high-pressure environmentProven success in a team-oriented, collaborative settingPositive attitude that uplifts the team and improves moraleWho We AreLocknet 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 OpportunityEO 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.