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. You will be the driving force behind daily operations, the champion of our service standards, and a dedicated mentor to our technical associates.

• Team Leadership & Operations
  • Daily Supervision:
    Oversee the day-to-day operations of the technical services team, ensuring smooth workflows, optimal performance, and high-quality service delivery.
  • Queue Management:
    Monitor incoming support queues and strategically coordinate team responses to maintain rapid, consistent, and accurate technical assistance.
  • SLA Compliance:
    Ensure strict adherence to Service Level Agreements (SLAs) and internal technical support standards.
  • Mentorship & Performance Management Coaching & Guidance:
    Provide dedicated one-on-one coaching, technical guidance, and mentorship to associates to elevate their troubleshooting skills and service quality.
  • Professional Growth:
    Participate in performance reviews, deliver constructive feedback, and help team members map out their professional development and growth.
  • Metrics & Analytics:
    Utilize operational metrics to track team performance, identify knowledge gaps, and implement performance improvement plans when necessary.
  • Escalation & Client Relations Escalation Point:
    Serve as the primary escalation point for complex technical issues and client inquiries, ensuring swift and satisfactory resolution.
  • Relationship Building:
    Foster and maintain strong relationships with clients, balancing technical expertise with exceptional customer service.

• Bachelor's degree in Information Technology, Business Administration, or related field required.
• Education:
  
  Bachelor's degree in Information Technology, Business Administration, or a closely related field preferred.
• Leadership
  
  Experience:
  
  Proven experience in a supervisory or management role within a technical support or helpdesk environment.
• Technical Acumen:
  Strong foundational understanding of technical systems, infrastructure, and advanced troubleshooting methodologies.
• People Management:
  Exceptional leadership skills with a proven track record of coaching, motivating, and driving engagement within a team.
• Operational Drive:
  Demonstrated experience managing operational metrics, KPI tracking, and performance management.
• Communication:
  Excellent communication and interpersonal skills, with the ability to translate complex technical concepts into client-friendly language.

50,300 - 61,000 USD

• Time off:
  Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support:
  Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health:
  Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras:
  Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.

Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.