Service Support Supervisor

Description

Who is Abe Tech?
Abe Tech is the U.S. market-leading systems integrator in providing tailored data capture solutions for manufacturing, warehousing, and distribution. Our comprehensive solutions include barcoding, mobile computing, thermal label printing, device management, RFID, and weighing, labeling, and verification technologies that automate manual processes and reduce human error.

What You'll Do:

• Lead and develop Abe Tech's Support Organization, including Service Desk Tier I, Service Desk Tier II, Mobility Solutions Specialists, Service Administrators, and Repair Technicians.
• Coach, mentor, and develop team members through regular one-on-one meetings, performance discussions, and career development planning.
• Establish individual and team goals that align with department objectives and organizational priorities.
• Oversee all support queues, service boards, dispatch activities, and escalation processes to ensure timely and efficient service delivery.
• Monitor SLA (Service Level Agreement) compliance, workload distribution, ticket quality, documentation standards, and time-entry accuracy.
• Serve as the primary escalation point for complex technical support issues and major client incidents.
• Partner with Engineering, Professional Services, Project Management, Sales, and Operations teams to ensure exceptional client outcomes.
• Drive accountability for support processes, documentation standards, knowledge management, and operational consistency.
• Own the Support organization's documentation strategy, including SOPs, work instructions, client documentation, and knowledge base governance.
• Identify opportunities for process improvements, automation, and operational efficiencies that improve service delivery.
• Oversee change management activities, ensuring production-impacting work is documented, approved, communicated, and executed appropriately.
• Support managed services environments, mobility solutions, MDM, and SOTI-related support activities.
• Participate in client service reviews, escalation meetings, and strategic account discussions as needed.
• Analyze KPIs and operational metrics using Connect Wise, Power BI, and Dynamics 365 to drive continuous improvement.
• Assist with resource forecasting, capacity planning, budgeting, and strategic departmental initiatives.

What Success Looks Like:

• 90% or greater SLA response compliance.
• Healthy and proactively managed ticket queues.
• Strong CSAT and client satisfaction scores.
• Consistent ticket quality and documentation standards.
• 95%+ time-entry compliance.
• Effective escalation management and root cause resolution.
• High employee engagement, retention, and development.
• Strong knowledge base adoption and documentation governance.
• Consistent adherence to change management processes.
• Continuous improvement initiatives that drive measurable business results.
• Scalable support operations that support company growth and client success.

Requirements

• Leadership:
  Proven ability to lead, coach, mentor, and develop technical support professionals while building a culture of accountability and teamwork.
• Communication:
  Strong verbal, written, and interpersonal communication skills with the ability to effectively interact with clients, team members, and leadership.
• Customer Focus:
  Demonstrated commitment to delivering exceptional customer experiences and resolving service concerns professionally.
• Problem Solving:
  Strong troubleshooting, root cause analysis, and decision-making capabilities.
• Process Discipline:
  Ability to manage SLAs, documentation standards, escalation procedures, and support workflows with consistency and accuracy.
• Adaptability:
  Comfortable managing changing priorities and working effectively in a fast‑paced support environment.
• Analytical Thinking:
  Ability to interpret KPIs and operational reporting to make informed business decisions.
• Team Development:
  Experience conducting performance reviews, career development planning, and employee coaching.
• 3+ years of experience in service desk, technical support, managed services, or IT operations.
• 2+ years of supervisory, team lead, or leadership experience.
• Experience managing ticketing systems, service boards, and support operations.
• Exper…