Technical Support Supervisor: Lead & Elevate Customer Care (Flexible Shifts)

Evolving Solution Services; Oklahoma City (OK); On-site; USD 65,000 - 90,000; Full time

Job summary

Dobson Organization seeks a Technical Support Supervisor – Tier 1 to lead the on-site Technical Support team, drive customer facing troubleshooting, and elevate service delivery with a data-driven mindset.

You will mentor Tier 1 technicians, manage escalations to NOC, monitor KPIs like Average Handle Time and SLA, and collaborate with management to mitigate risks and improve efficiency.

Qualifications

• High School diploma or equivalent required.
• 6 to 8 years of experience in a Help Desk/Tech Support role.
• Strong knowledge of operating systems, routers, and network elements.
• Excellent troubleshooting and analytical skills.

Responsibilities

• Lead, coach, and develop a team of Technical Support Representatives, fostering collaboration, empathy, and accountability.
• Develop Tier 1 Technicians in troubleshooting skills and product knowledge.
• Escalate unresolved issues to the Network Operations Center.

Skills

Leadership

Team coaching

Communication

Troubleshooting

System administration

Education

High School Diploma

Vocational training

Job description

Dobson Organization seeks a Technical Support Supervisor – Tier 1 to lead the on-site Technical Support team, drive customer facing troubleshooting, and elevate service delivery with a data-driven mindset.

You will mentor Tier 1 technicians, manage escalations to NOC, monitor KPIs like Average Handle Time and SLA, and collaborate with management to mitigate risks and improve efficiency.