Support Team Lead — 1st Shift (Helpdesk)

Creative Realities, Inc.; Louisville (KY); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Job summary

Creative Realities, Inc. in Louisville, KY is seeking a Support Supervisor to lead the 1st shift and ensure timely, effective client support. You will report to the Support Manager and coordinate with team members to maintain service standards.

Responsibilities include overseeing all shift staff, monitoring SLAs, coaching agents, improving support processes, and serving as escalation point for critical issues. Prior supervisory experience in a helpdesk or call center is required.

Qualifications

• 2+ years in a helpdesk/call center environment (IT industry preferred).
• Strong communication and interpersonal skills.
• Ability to work flexible hours, including weekends/holidays.

Responsibilities

• Oversee all 1st shift team members and ensure effective performance.
• Monitor and meet SLAs for timely customer support.
• Score card agents to ensure quality standards.
• Train and onboard new team members for effective client support.
• Collaborate with management to identify operational weaknesses and implement improvements.
• Analyze performance data and develop action plans with coaching.
• Maintain positive, productive team culture and adherence to policies.

Skills

Team leadership

Customer support

SLA management

Communication

Coaching

Education

Diploma or equivalent

Tools

CRM systems

Ticket management

PC hardware knowledge

Job description

Creative Realities, Inc. in Louisville, KY is seeking a Support Supervisor to lead the 1st shift and ensure timely, effective client support. You will report to the Support Manager and coordinate with team members to maintain service standards.

Responsibilities include overseeing all shift staff, monitoring SLAs, coaching agents, improving support processes, and serving as escalation point for critical issues. Prior supervisory experience in a helpdesk or call center is required.