Support Center Supervisor

About the role

The Support Team Supervisor owns frontline support operations, driving high-quality service delivery, operational efficiency, and consistent end-user experience. This role leads day-to-day support of on-site and corporate associates, develops team members, and ensures strong performance across ticket management, reporting, and process standardization.

Essential Duties And Responsibilities

• Lead frontline support associates through regular coaching, ticket review, and escalation guidance, while also taking an active, hands-on role in resolving support tickets - including troubleshooting, documenting findings, and driving issues through to full resolution.
• Stay current on system updates, enhancements, and process changes, and ensure the team remains informed and aligned.
• Conduct regular team meetings to drive communication, alignment, and development.
• Manage scheduling, time-off approvals, and team coverage to ensure consistent support availability.

Support Operations

• Oversee daily ticket activity within the support platform, ensuring timely resolution and adherence to SLAs.
• Serve as a primary escalation point for frontline support questions and issues.
• Manage the IT on-call schedule, including coordination and coverage planning.

Quality Assurance & Performance

• Perform quality assurance reviews of frontline tickets and provide actionable feedback.
• Monitor service performance and ensure alignment with internal standards and SLAs.
• Generate and distribute monthly ticket aging and performance reports to IT leadership.

Reporting & Analytics

• Analyze ticket trends and support metrics to identify performance gaps and improvement opportunities.
• Deliver clear, data-driven insights on support metrics and team performance.

Process & Documentation

• Develop and maintain standardized documentation for support processes to reduce reliance on institutional knowledge.
• Ensure documentation is accurate, current, and consistently followed.

Compliance & Audit

• Support IT audit and compliance activities, including user access reviews and documentation.
• Ensure adherence to internal processes, SLAs, and audit requirements.

Additional Responsibilities

• Pursue continuous professional development by staying current on technology trends, engaging in self-directed learning, and maintaining awareness of company policies and procedures.
• Perform other duties as needed to support team and organizational priorities.

Knowledge, Skills, And Abilities

• Strong understanding of ticketing systems, escalation processes, and issue lifecycle management.
• Ability to translate technical updates into clear business impacts.
• Well-developed documentation skills, with the ability to create clear, accurate, and well-structured process and system documentation.
• Excellent analytical and problem-solving skills, including the ability to troubleshoot complex application issues.
• High attention to detail with strong organizational and follow-through skills.
• Strong customer service orientation with the ability to effectively support end users.
• Exceptional communication and interpersonal skills, enabling effective collaboration across all levels of the organization.
• Experience supporting enterprise applications or property management platforms, including troubleshooting, configuration, reporting, and system enhancements or rollouts.
• Adaptability and willingness to learn new technologies and tools.
• Demonstrated initiative, self-motivation, and commitment to continuous improvement.
• Strong prioritization skills with the ability to assess urgency, impact, and importance.
• Collaborative team player who contributes to team goals and continuous improvement efforts.

Education & Experience

• Bachelor’s degree in a related field preferred; equivalent work experience will be considered.
• Minimum of 3 years of experience in application support, systems support, or a related role in the multi-family industry.