Advance Technical Support Supervisor
- Erfahrung
- ab 4 Jahren
- Methoden
- ITIL
- Ausbildung
- Bachelor oder gleichwertige Erfahrung
Team Leadership & Coaching: Lead, mentor, and develop a remote team of Advanced Technical Support Engineers (ATSEs). Conduct regular 1-on-1s, provide actionable coaching, foster engagement, and promote a culture of accountability, collaboration, and technical excellence.
Technical Operations & Escalation Management: Oversee the day-to-day management of complex technical work items and escalations, ensuring appropriate prioritization, timely resolution, and effective coordination across departments to deliver seamless end-to-end customer support.
Performance & Workforce Management: Monitor team performance and operational effectiveness through established service, productivity, quality, and customer experience measures. Manage scheduling, shift selections, and time-off requests to maintain adequate coverage across 7-day, 16-hour operations.
Talent Development: Evaluate individual and team capabilities, identify skill gaps, and implement targeted training, coaching, and development programs for new hires and tenured staff. Support onboarding and technical ramp-up to ensure team members achieve proficiency in required systems, processes, and troubleshooting practices.
Process & Operational Improvement: Identify opportunities to improve support workflows, procedures, and operational effectiveness. Implement systematic approaches that streamline issue resolution, reduce recurring problems, and improve consistency across the support organization.
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