Technical support supervisors are in charge of supervising specialized staff and overseeing technical support tasks for their company. They are responsible for providing leadership to increase support satisfaction among customers and use their technical expertise to properly implement solutions. Technical support supervisors ensure other technical support team members complete daily tasks, create detailed reports based on communication data and client tickets, create support field activities, and measure their performance regularly. As needed, they must also communicate and share important information with other supervisors.
Technical support supervisors escalate support issues as needed and collect client information to improve technical solutions. In addition, they strive to make recommendations related to improving efficiency and complete performance appraisal for department members. Technical support supervisors also help with training, monitor phone systems and email correspondence, make documentation accessible for support staff, and dispatch field members. They report their progress to the technical support leader in their department.
A bachelor's degree in a relevant technical field is needed for this position. Previous experience in a support capacity, as well as experience in a supervisory role, may be preferred. Technical support supervisors must possess strong communication skills and know different troubleshoot techniques for use in a variety of circumstances.
Technical Support Supervisor Tasks
Supervise technical support teams, including scheduling and evaluation.
Assist with customer support.
Assist with hiring, policy communication, coaching, and grievances.
Manage ticket handling process and respond to day-to-day needs.