Technical Support Supervisor

The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health; United States; Remote; USD 88,000 - 117,000; Full time

Job summary

Vibrant Emotional Health is seeking a Technical Support Supervisor to lead the 24/7 IT help desk and mentor Tier 1 and 2 staff. You will manage workloads, monitor performance, and ensure high-quality, timely support for end users.

This role requires strong technical troubleshooting, excellent communication, and escalation management. You will partner with engineering and product teams to drive improvements and maintain documentation.

Qualifications

• Supervise help desk staff in a high-volume IT environment.
• Strong troubleshooting across hardware, software, networking and remote tools.
• Experience with incident management and escalations.
• Commitment to customer-focused support with empathy.
• Familiarity with Salesforce, Jira, and ServiceNow.
• Ability to maintain knowledge base and SOPs.
• Monitor team metrics and drive improvements.
• Ability to make staffing decisions based on ticket volume.

Responsibilities

• Provide daily leadership and backup to Tier 1 and Tier 2 staff.
• Monitor queues, ensure timely responses and SLA adherence.
• Assist with escalations and resolution processes.
• Identify training needs and growth paths for team.
• Collaborate with engineering and product teams on bugs and features.
• Analyze support metrics and recommend improvements.
• Report team performance and trends to management.
• Maintain and improve knowledge base and workflows.
• Assist with scheduling for 24/7 coverage.
• Other duties as assigned.

Skills

Team Management

Technical Troubleshooting

Incident Escalation

Customer Service

Ticket System Proficiency

Documentation

Performance Monitoring

Decision Making

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 elevate issues appropriately while 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.

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 stakeholders.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including:

• medical
• dental
• vision
• supplemental income insurance
• employer paid disability insurance
• employer paid life insurance
• pre‑tax FSA for medical and dependent care
• 401K available

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description.

We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background.

Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications.

Vibrant EmotionalHealth is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

For 50 years, Vibrant EmotionalHealth, formerly the Mental Health Association of NewYork City (MHA‑NYC), has been at the forefront of promoting emotional well‑being for all people. As leaders, advocates, educators, and innovators in mental health, we have been raising awareness and offering support to everyone who is struggling. We work every single day to help save lives and assist people to get care anytime, anywhere and in any way that works for them. We are unwavering in our belief that everyone can achieve emotional wellness with the right care and support.