NOC Customer Support Supervisor - Fri-Mon 9-7PM CST

Overview   

The Supervisor of the Level 2 technical support team is charged with successfully managing the day-to-day operations and employees within the department. The role is responsible for ensuring the team provides a high-quality, efficient response to service incidents. As a departmental leader, this position will be called upon to lead various improvement initiatives, that are focused on improving the customer experience, and create operational efficiencies, that provide operational innovation, and those that enable scale through improved performance standards, process mechanization, and further automation.  

Schedule: Friday–Monday, 9:00 AM–7:00 PM CT
Schedule may adjust based on coverage requirements and business needs.

 Responsibilities   

• Lead a technical support team to support operational goals, objectives, polices, procedures, and work standards for day-to-day activities.  

• Day to day management of the shift including but not limited to:   

• Time Management/ Attendance Tracking  

• Provide End of Shift Summary Report   

• Assist with Postmortems and RFOs for Gap   

• Analysis if applicable  

• Quality Assurance/ Quality Control  

• Conduct Shift Meetings/ Debriefs  

• Floor Supervision/ Management  

• Coaching/ Corrective Actions  

• Other duties may be assigned as required.  

• First line of escalation to aid and guidance for Internal and External clients.  

• Fostering an environment of continuous improvement to develop staff and team performance through regular feedback and coaching. 

• Motivate staff by setting a positive example of work ethic and attitude to ensure we are providing an excellent customer service experience.  

• Work directly with employees to regularly communicate personal metrics. Celebrate success and uplift and guide/ those that are struggling.   

• Partner with the Training Manager and Leadership to identify training needs. 

Qualifications  

• BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)   

• 1+ years’ experience leading customer-facing Technical Support or Delivery teams focused on Asset Protection services .  

• Proven technical problem solving, process development, and analytical capabilities.  

• Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.  

• Strong understanding of networking concepts (TCP/IP, routing, switching, VLANs, DNS, DHCP).

• Experience supporting VoIP technologies, SIP, call routing, and QoS principles.

• Proven ability to troubleshoot network and VoIP service issues in real time.

• Familiarity with network monitoring tools, ticketing systems, and incident management practices.

• Ability to lead technica