Technical Support & Escalations Leader

Jobtailor; Richardson (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor in Richardson, TX seeks an experienced Operations Supervisor to lead customer service operations and a team handling provisioning and configuration of business services and network solutions.

The role requires guiding escalations, monitoring performance metrics, and coordinating with multiple teams to ensure timely, accurate resolutions and ongoing improvements in service delivery.

Qualifications

• Proven leadership or supervisory experience in a technical support/operational environment.
• Ability to lead teams, coach employees, manage performance, and develop personnel.
• Experience resolving or overseeing complex technical issues and escalations.
• Excellent communication, coordination, and stakeholder management skills.
• Experience working with cross-functional teams to drive timely resolutions.
• Strong organizational, analytical and multitasking abilities.
• Maintaining professionalism, accountability and sound judgment under pressure.

Responsibilities

• Oversee and guide customer service operations, ensuring efficient resolution of escalated issues and high customer satisfaction.
• Lead, coach, and support a team responsible for provisioning and configuring business services and network solutions.
• Provide oversight on complex technical issues to ensure timely resolution.
• Monitor workload, performance, and service delivery metrics to meet objectives.
• Serve as primary escalation point for employees, partners, stakeholders, and customers.
• Coordinate across internal and external teams to remove barriers and drive tasks to completion.
• Review and analyze technical problems, trends, and root causes to support continuous improvement.

Skills

Leadership

People Management

Escalation Management

Communication

Cross-functional Collaboration

Process Improvement

Analytical Thinking

Job description

Jobtailor in Richardson, TX seeks an experienced Operations Supervisor to lead customer service operations and a team handling provisioning and configuration of business services and network solutions.

The role requires guiding escalations, monitoring performance metrics, and coordinating with multiple teams to ensure timely, accurate resolutions and ongoing improvements in service delivery.