Technical Support Supervisor

Vibrant

. Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialists .

Posted 9/24/2026full-timeRemote • United StatesMid-LevelSenior💰 $87,600 - $117,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management skills in a technical support environment, with a focus on user satisfaction and process improvement. Proficient in monitoring support metrics, managing escalations, and ensuring adherence to service level agreements.

Highest-signal resume keywords

Team LeadershipTechnical Support ManagementSLA AdherenceProcess ImprovementKnowledge Base Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportIT Systems KnowledgeIncident EscalationTicket PrioritizationPerformance Monitoring

Soft Skills

EmpathyProfessionalismCollaborationCommunication

Tools & Technologies

SalesforceJiraServiceNowRemote Support Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft 365 FundamentalsMicrosoft Technology Associate (MTA)

Industry Keywords

Help DeskIT Support24/7 Support EnvironmentHigh-Volume EnvironmentStandard Operating Procedures

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialists
Monitor ticket queues and ensure timely responses, resolutions, and SLA adherence
Assist with escalations and ensure professional resolution processes
Identify training needs and help develop growth paths for team members
Collaborate with engineering and product teams on bugs, feature clarifications, and improvements
Analyze support metrics and recommend process improvements
Report team performance, escalations, and support trends to the manager
Maintain and improve the internal knowledge base and workflow documentation
Assist with scheduling to ensure 24/7 coverage
Prioritize tickets based on urgency, impact, and SLA alignment
Make staffing decisions for ticket volume and shift coverage
Coordinate shift transitions with other supervisors
Assign and prioritize daily tasks, incidents, and service requests
Monitor workload distribution and timely ticket resolution
Set performance expectations and conduct regular check-ins or huddles
Manage programs/projects and implement work plans and objectives
Monitor interim results and develop contingency plans
Identify inefficiencies and report improvement recommendations to the manager

Requirements

What you’ll need

Bachelor’s degree in Computer Science or a related field, or 4+ years of technical support experience in lieu of degree
3+ years of experience in a technical support role
2+ years of experience in a team lead, supervisory, or people management role
Proven experience supervising help desk or IT support staff in a high-volume environment
Strong knowledge of common IT systems, hardware, software, networking, and remote support tools
Ability to assess and escalate incidents appropriately while ensuring timely resolution
Demonstrated commitment to user-focused support with empathy and professionalism
Familiarity with Salesforce, Jira, and ServiceNow
Ability to maintain knowledge base articles and ensure adherence to standard operating procedures
Ability to monitor and track team metrics
Experience supporting 24/7 or shift-based technical support environments preferred
Technical certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Fundamentals, or Microsoft Technology Associate (MTA) are a plus
Must be able to remain stationary for at least 50% of the time
Must constantly operate a computer and other office productivity machinery
Must frequently communicate over video calls and other channels with internal and external stakeholders

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Supplemental income insurance
Employer-paid disability insurance
Employer-paid life insurance
Pre-tax FSA for medical and dependent care
401(k)
Equal opportunity employer
Flexible consideration of equivalent combinations of knowledge, skills, education, and experience