Center Team Supervisor

Position: Support Center Team Supervisor
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.

What You’ll DoLead & Develop the Team 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

Drive Operational Excellence 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 SLAsService failures and customer concerns

Own the Client Experience 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

Collaborate Across the Organization 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

What You Bring

Minimum Requirements College degree in information services, business supervisory management or related field4 years of customer service experience

Preferred

Supervisory experience

Call center environment experience

Skills & Qualifications 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

Who We Are 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 cybersecurity, Locknet offers a comprehensive suite of…