Technical Support Supervisor Job Description

Technical Support Supervisor Job Description

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Technical support supervisor provides deployment, monitoring, maintenance and support of IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.

Technical Support Supervisor Duties & Responsibilities

To write an effective technical support supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support supervisor job description templates that you can modify and use.

Sample responsibilities for this position include:

Collaborate and build relationships with other departments/field users
Supervises, interviews, and hires a staff of Technical Support representatives responsible for utilizing SMS texting, chat and phone or multiple customer communication channels
Daily technical support for all International dealers & customers
Recognizes training needs, develop programs and deliver/coordinate product and skill training for support staff
Contacts customers as a point of escalation to resolve case issues
Prepare and maintain all training modules and deliver technical presentations to employees, customers and dealers
Motivates and encourages teams of technicians and workers
Expedite and prioritise the implementation of P.M
Provide technical skills in monitoring, troubleshooting, and provide maintenance and enhancements of applications and the supporting integration with broad knowledge of modern, large-scale, web-based software architectures and relational data
Work with Microsoft Visual Studio, Microsoft SQL Server, Microsoft .NET, Windows Server, and JavaScript

Technical Support Supervisor Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Support Supervisor

List any licenses or certifications required by the position: HDI, ITIL, ITTL, O365, CCENT, CPP, AWS, EETC, NCTI, MCP

Education for Technical Support Supervisor

Typically a job would require a certain level of education.

Employers hiring for the technical support supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Computer Science, Education, Engineering, Business, Information Technology, Management, Associates, Computer, MBA

Skills for Technical Support Supervisor

Desired skills for technical support supervisor include:

Financial industry as it relates to banks and credit unions
Field
Networks
Functional area
PeopleNet tools/applications – ability to effectively train new employees and customers on use of system
Databases
File structure
Hardware peripherals
Permissions
Windows operating systems

Desired experience for technical support supervisor includes:

Stability and configuration of modems, routers, or combination device
Ability to identify customer LAN issues
Define, measure and analyze key metrics to assess effectiveness of the overall support infrastructure
6+ years related experience or 4+ years with Bachelor’s or Master’s
Significant knowledge of enterprise product lines, technical knowledge
Experience in software or hardware technical support is preferred

Technical Support Supervisor Examples

1

Technical Support Supervisor Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of technical support supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support supervisor
  • Provide input into career development and growth opportunities for individuals
  • Provide clear instruction and/or information to Team Members to assist in their everyday job functions
  • Provide support and training to Team Members on systems, products and procedures
  • Develop goals, coach and motivate team members to develop their interpersonal and technical expertise and help achieve high performance
  • Serves as an Escalation Point for team members, escalates issues to management or incident commander when necessary
  • Resolve problems through immediate actions or planning while setting priorities to ensure task completion
  • Oversee the operational efficiency and quality of the team’s incident response, including their day-to-day administration
  • Promote relationships with other departments by maintaining consistent concise communication
  • Maintain an open environment that encourages team member participation in process improvements and problem resolution
  • Facilitate and schedule team meetings to discuss process and procedural improvements, address team concerns, and help to provide team morale stability sharing Serenade information
Qualifications for technical support supervisor
  • Minimum technical
  • 2+ years of supervisory experience in a leadership role in a medical device/medical organization is strongly preferred
  • Minimum of 4+ years of experience focusing on communications with internal and external customers
  • Work collaboratively with Manager, T/S modifying operational functions in preparation for upcoming terminal migrations – ISYS, PC, Exp
  • Excellent communication (written and oral), presentation, planning and organizational skills
  • Proven organizational skills and the ability to successfully handle multiple initiatives
2

Technical Support Supervisor Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical support supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support supervisor
  • To manage and advise team leaders on day-to-day HR issues, including recruitment, PDR’s, generating and maintaining high morale, maintaining and controlling attendance records, discipline, good employee relations and communications
  • To be responsible for supporting and progressing the resolution of technical problems and to support the resolution of issues that affect the achievement of Output plans
  • To maintain and present statistical information on the facility performance
  • To assist the Production Manager in the creation of capacity plans
  • To be responsible for planning and undertaking product, process and testability performance reviews
  • To recommend, obtain approval of, and implement improvements in product process builds and testability, producing supporting evidence to verify the change benefits
  • To oversee the maintenance of the training matrix and ensure areas of risk are addressed
  • To provide input to technical staff training programmes
  • Work with the FTS team supervisors on PTSS case escalations to the local FTS
  • Working with PTS to support repair
Qualifications for technical support supervisor
  • Minimum of two (2) years experience in customer facing role
  • Knowledge of set-up and operation of electrical and mechanical test equipment and measuring tools necessary
  • Demonstrated coaching and counseling skills used to effectively develop high performing employees
  • Able to possibly provide coverage in a team environment from 8 a.m
  • Ability to use basic system administration tools and processes
  • Ability to manage customer issues from beginning to end – weekly meetings, basic project planning
3

Technical Support Supervisor Job Description

Job Description Example
Our company is looking for a technical support supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support supervisor
  • Supervises special maintenance/engineering projects and ensuring highest level of workmanship
  • Provide comprehensive shift report by using log book and directly interface with the following shift’s team leader
  • Works in other areas as assigned
  • Responsible for multiple departments/shifts
  • Provides performance appraisal, employee coaching and counseling
  • Manages work load of all service technicians, assuring the highest level of customer support is provided issues are resolved in timely manner
  • Manage customer service hotline, logistics and expenses of traveling technicians
  • Manage and schedule product installation and start-ups
  • Implement best practices for service-related industry
  • Assist with resolution of customer technical problems
Qualifications for technical support supervisor
  • 4+ year’s prior experience within a Service Desk support environment or an AA or AS Degree with 2+ years’ experience in Service Desk within the gaming and hospitality sector
  • Operational experience with IBM iSeries, preferred
  • A+ certified and technical proficiency in providing high level Technical Support
  • Solid understanding of Information Technology concepts and processes
  • Proficiency within resolving wireless connectivity issues
  • Experience with AS400 System performance and activity planning
4

Technical Support Supervisor Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical support supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support supervisor
  • Implement and maintain personnel development plans
  • Maintain Key Performance Indicators and prepare reports as required
  • Control department costs at or below the budget
  • Perform administrative duties and other duties as required
  • As a senior member of the service team, you will be responsible for delivering world class service to meet customer and business requirements, and share responsibility and accountability for the success of the company, while meeting technical and financial performance targets
  • Support Americas team and co-ordinate install/service related visits, manage escalations and regional customer care centre, and assure consistency of performance standard within the region
  • Ensure full flexibility in adapting the maintenance strategy to business needs in order to minimize downtimes and costs while conducting complicated repairs, relocations or replacement of devices on production lines
  • Seek in all available sources information concerning the progress and new mechanical and electrical solutions that could be applied in the industry in order to increase the quality of provided services, improve safety and reduce costs
  • Contribute to the development and implementation of the best maintenance practices on an international platform - cooperate with other PMI affiliates
  • Lead and coordinate the TRSR team, planning the activities and resources in the team with focus on quality and customer service
Qualifications for technical support supervisor
  • Effective meeting
  • Ability to focus, handle and balance multiple issues and tasks with shifting priorities
  • Proven experience in mentoring teams and Team Member development
  • Flexibility in working hours / on call 24x7 to customer, support team, system owners, HP
  • Manages the staff and activities involved with verifying work schedules and attendance records
  • Experience analyzing and interpreting product documentation and technical procedures
5

Technical Support Supervisor Job Description

Job Description Example
Our growing company is looking for a technical support supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support supervisor
  • Maintain attendance and punctuality consistent with departmental practices
  • Ensure required Audit/Security directives are followed with customer data
  • Provide CR support
  • Lead regularly scheduled team meetings
  • Responsible for staff development and promotion through the use of annual performance reviews, service observations, and client surveys
  • Determine appropriate plan of action/communication during SEV issues
  • General administration of HR policies and practices
  • Maintain working knowledge of local office procedures to ensure staff production needs and tools are met
  • Coordinate department training and documentation
  • Ensure team meetings are scheduled on a regular basis
Qualifications for technical support supervisor
  • Electromechanical background
  • Looking to rise in their career
  • Able to use judgment to identify and resolve day-to-day technical and operational problems
  • Ability to multi-task and work collaboratively independently in a dynamic and entrepreneurial environment
  • Minimum of 2 years of experience in managerial and supervisory role required in technical support organizations
  • Software development and IT Systems technical expertise preferred but not a must-have requirement

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