Technical Support Supervisor

Position Title:

Technical Support Supervisor Salary Range: $87, Department: IT

Reports to:

Manager, Technical Support

Schedule:

Full-time, 5pm - 1am Monday - Friday EST

Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

The 988 Technical Support Supervisor is one of three key leaders responsible for overseeing part of the daily operations of the 24/7 support team, ensuring high-quality technical support is delivered to end-users. This role combines hands on troubleshooting expertise with leadership responsibilities, including team mentoring, workload management, and performance monitoring. The technical support supervisor plays a key role in maintaining service standards, improving support workflow, and serving as a liaison between the help desk, other IT teams, and leadership.

This position requires strong communication, a customer-first mindset, and the ability to lead by example in a fast-paced environment.

• Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialist.
• Monitor ticket queues and ensure timely responses, resolutions and SLA adherence.
• Assist with escalations, ensuring a smooth and professional resolution process.
• Identify training needs and help develop growth paths for team members.
• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements.
• Analyze support metrics and recommend process improvements.
• Regularly report team performance, escalations, and support trends to the manager.
• Maintain and improve internal knowledge base and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage needs are met.
• Additional duties as assigned.

• Team Management:
  Proven experience supervising help desk or IT support staff in a high-volume environment.
• Technical Troubleshooting:
  Strong knowledge of common IT systems, hardware, software, networking and remote support tools.
• Incident & Escalation Management:
  Ability to assess and elevate issues appropriately while ensuring timely resolution.
• Customer Service Excellence:
  Demonstrated commitment to delivering user-focused support with empathy and professionalism.
• Ticket System Proficiency:
  Familiarity with platforms such as Salesforce, Jira, and Service Now.
• Documentation:
  Ability to maintain knowledge base articles and ensure team adherence to standard operating procedures.
• Performance Monitoring:
  Monitor and track team metrics for continuous improvement opportunities.
• Customer Service Excellence:
  Demonstrated commitment to delivering user-focused support with empathy and professionalism.
• Decision Making:
  Prioritize incoming tickets based on urgency, impact and alignment with SLAs to ensure timely resolution. Determine when to elevate issues. Make staffing decisions to handle ticket volume and shift coverage. Identify when updates to knowledge base documentations are needed. Make informed recommendations to management regarding process improvements. Work with the team and management to determine temporary workarounds as needed.

Manages programs/projects, creates and implements work plans and objectives. Monitors and evaluates interim results and develops contingency plans if objectives are off track. Performance is reviewed by director level and above. Managing/Directing Work:
Assign and prioritize daily tasks, incidents, and service requests across the shift. Monitor…