Technical Support Supervisor

vibrant; United States; On-site; USD 88,000 - 117,000; Full time

Job summary

Vibrant Emotional Health is seeking a Technical Support Supervisor to lead a 24/7 IT support team and ensure high-quality end-user assistance. You will mentor staff, manage workload, monitor performance, and coordinate with engineering and product teams on bugs and improvements.

The role requires strong communication, customer-first mindset, and the ability to lead by example in a fast-paced environment with a shift from 5pm to 1am EST.

Qualifications

• Bachelor's degree in Computer Science or a related field or 4+ years in technical support in lieu of degree.
• 3+ years of experience in a technical support role.
• 2+ years in a team lead, supervisory, or people management role.
• Technical certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, M365 Fundamentals, MTA are a plus.

Responsibilities

• Provide daily leadership and backup support to Tier 1 and Tier 2 support specialists.
• Monitor ticket queues and ensure timely responses, resolutions and SLA adherence.
• Assist with escalations and maintain professional resolution processes.
• Identify training needs and develop growth paths for team members.
• Collaborate with engineering and product teams on bugs and feature clarifications.
• Analyze support metrics and report performance and trends to the manager.
• Maintain knowledge base and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage.

Skills

Team Management

Technical Troubleshooting

Incident & Escalation Management

Customer Service Excellence

Ticket System Proficiency

Documentation

Performance Monitoring

Education

Bachelor's degree in Computer Science or related field

4+ years of technical support experience in lieu of degree

Tools

Salesforce

Jira

ServiceNow

Job description

Position Title: Technical Support Supervisor

Salary Range: $87,600 - 117,100

Department: IT

Reports to: Manager, Technical Support

Schedule: Full-time, 5pm - 1am Monday - Friday EST

Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview:

The 988 Technical Support Supervisor is one of three key leaders responsible for overseeing part of the daily operations of the 24/7 support team, ensuring high-quality technical support is delivered to end-users. This role combines hands on troubleshooting expertise with leadership responsibilities, including team mentoring, workload management, and performance monitoring. The technical support supervisor plays a key role in maintaining service standards, improving support workflow, and serving as a liaison between the help desk, other IT teams, and leadership. This position requires strong communication, a customer-first mindset, and the ability to lead by example in a fast-paced environment.

Duties/Responsibilities:

• Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialist.
• Monitor ticket queues and ensure timely responses, resolutions and SLA adherence.
• Assist with escalations, ensuring a smooth and professional resolution process.
• Identify training needs and help develop growth paths for team members.
• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements.
• Analyze support metrics and recommend process improvements. Regularly report team performance, escalations, and support trends to the manager.
• Maintain and improve internal knowledge base and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage needs are met.
• Additional duties as assigned.

Required Skills/Abilities:

• Team Management: Proven experience supervising help desk or IT support staff in a high-volume environment.
• Technical Troubleshooting: Strong knowledge of common IT systems, hardware, software, networking and remote support tools.
• Incident & Escalation Management: Ability to assess and escalations, ensuring timely resolution.
• Customer Service Excellence: Demonstrated commitment to delivering user-focused support with empathy and professionalism.
• Ticket System Proficiency: Familiarity with platforms such as Salesforce, Jira, and ServiceNow.
• Documentation: Ability to maintain knowledge base articles and ensure team adherence to standard operating procedures.
• Performance Monitoring: Monitor and track team metrics for continuous improvement opportunities.
• Customer Service Excellence: Demonstrated commitment to delivering user-focused support with empathy and professionalism.

Decision Making:

• Prioritize incoming tickets based on urgency, impact, and alignment with SLAs to ensure timely resolution.
• Determine when to elevate issues.
• Make staffing decisions to handle ticket volume and shift coverage.
• Identify when updates to knowledge base documentations are needed.
• Make informed recommendations to management regarding process improvements.
• Work with the team and management to determine temporary workarounds as needed.

Scope of Responsibility/Accountability:

• Manages programs/projects, creates and implements work plans and objectives.
• Monitors and evaluates interim results and develops contingency plans if objectives are off track.
• Performance is reviewed by director level and above.

Managing/Directing Work:

• Assign and prioritize daily tasks, incidents, and service requests across the shift.
• Monitor workload distribution to ensure even coverage and timely resolution of tickets.
• Set clear performance expectations with team.
• Ensure tickets meet SLAs.
• Conduct regular check-ins or huddles to provide updates.
• Coordinate shift transitions with the other supervisors.
• Identify and report to the manager on inefficiencies and how the team can improve.

Required Qualifications:

• Bachelor's degree in Computer Science or a related field, or 4+ years of technical support experience in lieu of degree.
• 3+ years of experience in a technical support role.
• 2+ years of experience in a team lead, supervisory, or people management role.
• Experience supporting 24/7 or shift-based technical support environments preferred.
• Technical certifications a plus, including: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Fundamentals, Microsoft Technology Associate (MTA).

Physical Requirements:

• Must be able to remain in a stationary position for at least 50% of the time.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Will frequently communicate over video calls and other channels with internal and external st