Technical Support Center Lead — Client Experience

Koch Office Group an EO Johnson Business Technologies Company; Onalaska (WI); On-site; USD 70,000 - 110,000; Full time

Job summary

Koch Office Group an EO Johnson Business Technologies Company is seeking a results-driven Leader to supervise Locknet's Support Center Systems Administrators. You will guide day-to-day operations, ensure timely resolutions, and mentor a team focused on delivering secure, reliable IT support to our external clients.

In this role, you’ll coach, review performance metrics, manage staffing and training, and collaborate with account managers to align services with client needs.

Qualifications

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

Responsibilities

• 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, review attendance and metrics, build career development plans
• Coordinate training and development opportunities
• Develop procedures and policies to improve Support Center efficiency
• Monitor inbound call volume, queue status, and service levels
• Lead regular team meetings and share monthly performance reports
• Serve as a technical relationship manager for clients and collaborate with Account Executives
• Onboard clients, document environments, and coordinate technical resources
• Work to resolve end-user issues quickly and thoroughly

Job description

Koch Office Group an EO Johnson Business Technologies Company is seeking a results-driven Leader to supervise Locknet's Support Center Systems Administrators. You will guide day-to-day operations, ensure timely resolutions, and mentor a team focused on delivering secure, reliable IT support to our external clients.

In this role, you’ll coach, review performance metrics, manage staffing and training, and collaborate with account managers to align services with client needs.