Supervisor, Service Support
About the role
At Flexential, our supervisors are the first escalation points for leadership. They drive day-to-day operations, resource allocation, and frontline support while ensuring customers receive a world-class support experience. This role partners closely with team members to provide coaching, performance feedback, process improvements, and professional development opportunities that help both employees and the business succeed. If you're a people-focused technical leader who thrives in a fast-paced support environment and enjoys developing high-performing teams, we'd love to hear from you.
Responsibilities
- Drive responses to customer cases and ensure proper ticket routing.
- Monitor, motivate, and document team and individual performance, punctuality, professionalism, and adherence to policies and procedures.
- Document disciplinary issues and provide consistent employee feedback through one-on-one meetings.
- Partner with managers to develop and improve processes and procedures.
- Champion: customer experience, first call resolution, team development, team efficiency and metrics, team project status updates.
- Communicate team objectives, goal progress, and operational updates.
- Ensure successful onboarding and training of new hires.
- Create and manage team schedules.
- Oversee workload handoffs between shifts to maintain a seamless customer experience.
- Serve as the primary escalation point for single-customer and multi-customer outages.
- Facilitate outage communications and provide timely updates to internal and external stakeholders.
Required Qualifications
- 2 to 5 years of experience in:
- 24/7 IT enterprise support environments
- Quality control
- Staffing
- Delegation
- Performance management
- Team building
- Employee coaching and feedback
Skills & Competencies
- Strong knowledge of IT best practices, policies, and procedures.
- Strong organizational, time management, and project planning skills.
- Excellent problem-solving, critical thinking, and decision-making skills under pressure.
- Experience resolving customer and internal conflicts.
- Excellent verbal and written communication skills, including phone etiquette, writing, and active listening.
- Strong attention to detail.
- Strong work ethic.
- Strong customer service and interpersonal skills.
- Ability to influence, lead, and coach others.
- Ability to collaborate effectively with peers to resolve cross-shift and departmental roadblocks.
- Positive attitude and team-first mindset.
Preferred Qualifications
- ITIL Foundation certification or familiarity with ITIL incident management methodology.
- Experience with Change Management.
- 3 to 5+ years applying troubleshooting techniques across server, application, and networking technologies, including:
- Remote Desktop, SSH, FTP
- Microsoft Server Technologies
- VMware and/or other virtualization technologies
- Linux or other Unix-based platforms
- VLANs, ACLs, and IP Subnets
- Networking and Switching concepts
- Load Balancing
- Firewall Configuration (Fortigate, Cisco ASA)
- Disaster Recovery
- Experience coordinating team-building activities.
Physical Requirements
- Frequent computer and keyboard use.
- Extended periods of sitting or standing.
- Heavy phone usage.
Pay
- Base Salary Range $75,000 - $80,000 annually.
- Actual compensation will vary based on experience, qualifications, skills, and location.
- Variable Pay: Eligible for a discretionary annual bonus based on individual and company performance.
Benefits
- Medical, Telehealth, Dental and Vision
- 401(k)
- Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
- Life and AD&D
- Short Term and Long-term disability
- Flex Paid Time Off (PTO)
- Leave of Absence
- Employee Assistance Program
- Wellness Program
- Rewards and Recognition Program
Work Location Eligibility
At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC. Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.