Supervisor, Service Support

At Flexential, our supervisors are the first escalation points for leadership. They drive day-to-day operations, resource allocation, and frontline support while ensuring customers receive a world-class support experience.

This role partners closely with team members to provide coaching, performance feedback, process improvements, and professional development opportunities that help both employees and the business succeed.

If you're a people-focused technical leader who thrives in a fast-paced support environment and enjoys developing high-performing teams, we'd love to hear from you.

What You'll Do

As a Supervisor, Technical Support, you will:

• Drive responses to customer cases and ensure proper ticket routing.
• Monitor, motivate, and document team and individual performance, punctuality, professionalism, and adherence to policies and procedures.
• Document disciplinary issues and provide consistent employee feedback through one-on-one meetings.
• Partner with managers to develop and improve processes and procedures.
• Champion:
• Customer experience
• First call resolution
• Team development
• Team efficiency and metrics
• Team project status updates
• Communicate team objectives, goal progress, and operational updates.
• Ensure successful onboarding and training of new hires.
• Create and manage team schedules.
• Oversee workload handoffs between shifts to maintain a seamless customer experience.
• Serve as the primary escalation point for single-customer and multi-customer outages.
• Facilitate outage communications and provide timely updates to internal and external stakeholders.

Required Qualifications

• 2 to 5 years of experience in:

• 24/7 IT enterprise support environments
• Quality control
• Staffing
• Delegation
• Performance management
• Team building
• Employee coaching and feedback

Skills & Competencies

• Strong knowledge of IT best practices, policies, and procedures.
• Strong organizational, time management, and project planning skills.
• Excellent problem-solving, critical thinking, and decision-making skills under pressure.
• Experience resolving customer and internal conflicts.
• Excellent verbal and written communication skills, including phone etiquette, writing, and active listening.
• Strong attention to detail.
• Strong work ethic.
• Strong customer service and interpersonal skills.
• Ability to influence, lead, and coach others.
• Ability to collaborate effectively with peers to resolve cross-shift and departmental roadblocks.
• Positive attitude and team-first mindset.

Preferred Qualifications

• ITIL Foundation certification or familiarity with ITIL incident management methodology.
• Experience with Change Management.
• 3 to 5+ years applying troubleshooting techniques across server, application, and networking technologies, including:
• Remote Desktop, SSH, FTP
• Microsoft Server Technologies
• VMware and/or other virtualization technologies
• Linux or other Unix-based platforms
• VLANs, ACLs, and IP Subnets
• Networking and Switching concepts
• Load Balancing
• Firewall Configuration (Fortigate, Cisco ASA)
• Disaster Recovery
• Experience coordinating team-building activities.

Physical Requirements

• Frequent computer and keyboard use.
• Extended periods of sitting or standing.
• Heavy phone usage.

Compensation

Base Salary Range

$75,000 - $80,000 annually

Actual compensation will vary based on experience, qualifications, skills, and location.

Variable Pay

Eligible for a discretionary annual bonus based on individual and company performance.

Why Join Flexential?

Not meeting every single requirement? No problem!

We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today.

At Flexential, we value diversity and believe that different perspectives and unique skills make us stronger as a team. While we've outlined the qualities and skills we are looking for in this job posting, we understand that there may be attributes and abilities that aren't explicitly listed but could be a perfect fit for our team. We want to emphasize that you shouldn't hesitate to apply if you don't meet every requirement. We're enthusiastic about assembling a diverse team of individuals who bring various talents to the table. Your unique perspective and abilities may be just what we need to drive innovation and success. If you believe you have what it takes to thrive in our environment, we encourage you to apply.

Benefits of working at Flexential

•    Medical, Telehealth, Dental and Vision  
•    401(k)  
•    Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)  
•    Life and AD&D  
•    Short Term and Long-Term disability  
•    Flex Paid Time Off (PTO)  
•    Leave of Absence  
•    Employee Assistance Program  
•    Wellness Program  
•    Rewards and Recognition Program  

Benefits are subject to change at the Company's discretion.  

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC. 

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.

Flexential participates in the E-Verify program. Please click here for more information. 

EEOC Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.