Support Center Team Supervisor

Job Details

Job Location:

Waterloo, IA - Waterloo, IA 50701

If you’re passionate about leading technical teams, elevating customer experience, and building a culture of excellence, we’d like to meet you.

Step into a leadership role where your technical expertise and people skills directly impact client satisfaction. As a Support Center Team Supervisor at Locknet, you’ll lead a team of Systems Administrators who provide remote support to our external clients—keeping their businesses running smoothly and securely.

You’ll be the visible, go-to leader on the floor: coaching, answering questions, removing roadblocks, and helping the team through challenging situations. You’ll turn data into action by reviewing performance metrics, spotting trends, and driving continuous improvement—always with the goal of delivering a truly “World Class” customer experience.

• Provide day-to-day leadership to Support Center Systems Administrators
• Oversee customer issues and ensure effective, long-term resolutions
• Create an environment of coaching, collaboration, and ongoing knowledge sharing
• Set clear expectations, monitor performance, and foster a high-performance, customer-focused culture
• Hold bi-weekly 1:1s to:
• Assess technical skills and service levels
• Provide feedback from ticket monitoring
• Review attendance and key metrics
• Build career development and progression plans
• Coordinate training and development opportunities

• Develop and implement procedures and policies that improve Support Center efficiency
• Build a culture of awareness for inbound call volume, calls in queue, and abandoned calls
• Monitor ticket and phone queues: assign work, manage alerts, and balance workloads
• Lead regular team meetings (client updates, departmental changes, Q&A, recognition, project updates)
• Prepare and share monthly performance reports covering:
• Staffing and skill gaps
• Training and onboarding needs
• Hardware/software needs
• Team performance against goals and SLAs
• Service failures and customer concerns

• Serve as a technical relationship manager for your clients, partnering closely with Account Executives and Technical Account Managers
• Ensure clients are subscribed to the right products and services
• Act as the primary technical resource during client onboarding: document environments, coordinate technical resources, and collaborate with the Project Manager
• Work quickly and thoroughly to resolve end user issues
• Develop ways to gather strategic and tactical feedback from clients
• Identify and drive continuous improvement opportunities, future project ideas, and satisfaction initiatives

• Act as a liaison between Support Center, System Engineering, Security Engineering, Network Engineering, Platform teams, and Sales
• Partner with leadership on staffing strategy and team capabilities
• Assist with recruiting, interviewing, hiring recommendations, onboarding, and training new team members
• Perform other related duties as needed

• College degree in information services, business supervisory management or related field
• 4 years of customer service experience

• Supervisory experience
• Call center environment experience

• Exceptional customer service orientation
• Ability to explain, troubleshoot, and resolve basic technical device and system issues
• Experience with Windows-based PCs and servers; strong general office software knowledge
• Excellent written and verbal communication skills
• Strong understanding of organizational goals and how your team supports them
• Ability to present complex ideas in clear, user-friendly language
• Highly self-motivated, detail-oriented, and accountable
• Strong analytical and problem-solving skills
• Able to prioritize effectively in a fast-paced, high-pressure environment
• Proven success in a team-oriented, collaborative setting
• Positive attitude that uplifts the team and improves morale

Locknet Managed IT, an EO Johnson company, stands as one of the nation's premier managed service providers (MSP) and managed security service providers (MSSP). Specializing in strategic…