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.

Responsibilities

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, and 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

Requirements

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

Nice to have

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 (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

Benefits

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; Discretionary annual bonus based on individual and company performance