Supervisor, Client Services

Position Overview

We are seeking a dynamic Technical Services Supervisor to lead, coach, and inspire our technical support team. In this role, you will balance operational excellence with people development, ensuring our team consistently delivers high‑quality technical assistance while hitting our performance metrics.

• Oversee day‑to‑day operations of the technical services team, ensuring smooth workflows and high‑quality service delivery.
• Monitor incoming support queues and coordinate team responses to maintain rapid, consistent technical assistance.
• Ensure strict adherence to Service Level Agreements (SLAs) and internal technical support standards.
• Provide one‑on‑one coaching and guidance to elevate troubleshooting skills and service quality; conduct performance reviews and contribute to professional development plans.
• Use operational metrics to track team performance, identify knowledge gaps, and implement improvement plans.
• Serve as the primary escalation point for complex technical issues and client inquiries; build and maintain strong client relationships.

• Bachelor’s degree in Information Technology, Business Administration, or related field required.
• Proven supervisory or management experience within a technical support or help‑desk environment.
• Technical acumen with foundational understanding of systems, infrastructure, and advanced troubleshooting methodologies.
• Exceptional leadership skills with a track record of coaching, motivating, and driving engagement within a team.
• Demonstrated experience managing operational metrics, KPI tracking, and performance management.
• Excellent communication and interpersonal skills, with the ability to translate complex technical concepts into client‑friendly language.

Annual Pay Range: 50,300 - 61,000 USD

Cotality is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, disability, or veteran status.