Hybrid | Senior Technical Support Supervisor

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, coach, and develop a team of Tier 2 Technical Support Engineers


• Conduct regular:
  
  
  
  • Performance reviews
  
  
  • Coaching sessions
  
  
  • Skill development plans
  
  
  
  


• Drive accountability for:
  
  
  
  • SLA adherence
  
  
  • Resolution quality
  
  
  • Customer experience
  
  
  
  


• Manage staffing, scheduling alignment, and productivity targets in collaboration with WFM

1. Technical Oversight & Escalation Management

• Act as the primary escalation point for complex technical issues


• Provide guidance on:
  
  
  
  • Hardware diagnostics (PC components, peripherals, sensor systems)
  
  
  • Software and OS issues (Windows, drivers, system performance)
  
  
  • Networking (VPN, DNS, DHCP, latency, firewall issues)
  
  
  
  


• Ensure proper:
  
  
  
  • Root Cause Analysis (RCA)
  
  
  • Documentation for engineering escalation
  
  
  
  


• Review high-impact or recurring incidents and drive resolution strategies

1. Service Delivery & Operational Excellence

• Ensure consistent delivery of support services across:
  
  
  
  • Phone, chat, ticketing, and remote tools
  
  
  
  


• Monitor and improve:
  
  
  
  • First Contact Resolution (FCR)
  
  
  • Mean Time to Resolution (MTTR)
  
  
  • Customer Satisfaction (CSAT)
  
  
  
  


• Own and report on team KPIs during:
  
  
  
  • Weekly reviews
  
  
  • Monthly business reviews (MBRs)
  
  
  • Quarterly business reviews (QBRs)
  
  
  
  

1. Process Improvement & Quality Management

• Identify trends from:
  
  
  
  • Support tickets
  
  
  • Logs and telemetry
  
  
  • Customer feedback
  
  
  
  


• Drive continuous improvement initiatives:
  
  
  
  • Reduce repeat incidents
  
  
  • Optimize troubleshooting workflows
  
  
  • Improve knowledge base content
  
  
  
  


• Partner with QA to ensure consistency in:
  
  
  
  • Case handling
  
  
  • Documentation quality
  
  
  • Customer communication standards
  
  
  
  

1. Client & Stakeholder Management

• Serve as a key operational contact for client stakeholders


• Provide insights on:
  
  
  
  • Service performance
  
  
  • Incident trends
  
  
  • Risk areas and improvement plans
  
  
  
  


• Collaborate with clients on:
  
  
  
  • Process improvements
  
  
  • Training initiatives
  
  
  • Volume forecasting and readiness
  
  
  
  

1. Knowledge Management & Enablement

• Ensure the team maintains accurate and up-to-date:
  
  
  
  • Knowledge base articles
  
  
  • Troubleshooting guides
  
  
  • Standard operating procedures (SOPs)
  
  
  
  


• Support onboarding and upskilling of new hires


• Lead technical training sessions on:
  
  
  
  • New systems
  
  
  • Tools
  
  
  • Emerging issues
  
  
  
  

1. Technical Environment Oversight

Ensure team capability and delivery across systems involving:

• Simulator hardware and computing systems


• Sensors, cameras, and peripheral devices


• Proprietary applications and software platforms


• Networking and connectivity environments


• System integrations and performance dependencies

Required Qualifications

Experience

• 5+ years of hands-on technical support experience (Tier 2 or higher)


• 3+ years in a supervisory or team leadership role in a technical support environment


• Experience in:
  
  
  
  • BPO, Managed Services, or Service Desk environments
  
  
  • Supporting complex, multi-component systems (hardware + software + network)
  
  
  
  

Technical Expertise

Strong working knowledge of:

• Windows OS (Windows 10/11)


• Hardware troubleshooting (PCs, peripherals, AV devices)


• Networking:
  
  
  
  • TCP/IP, DNS, DHCP
  
  
  • VPN and remote access
  
  
  • Latency and connectivity diagnostics
  
  
  
  


• Software support:
  
  
  
  • Installation, patching, compatibility troubleshooting
  
  
  
  


• Log analysis and system diagnostics


• Ticketing systems (e.g., Salesforce, ServiceNow, Zendesk)


• Simulator experience is preferred

Leadership & Operational Skills

• Proven ability to:
  
  
  
  • Lead and motivate technical teams
  
  
  • Manage escalations in high-pressure environments
  
  
  • Drive SLA/KPI performance
  
  
  
  


• Strong analytical skills:
  
  
  
  • Data interpretation
  
  
  • Trend analysis
  
  
  • Action planning
  
  
  
  


• Excellent stakeholder management and communication skills

Education & Certifications

• Bachelor’s degree preferred (IT, Engineering, or related field)


• Certifications are highly preferred:
  
  
  
  • ITIL
  
  
  • CompTIA (A+, Network+)
  
  
  • Microsoft Certifications
  
  
  • Other relevant technical certifications
  
  
  
  

Language Skills

• Strong English communication skills (written and verbal)


• Ability to:
  
  
  
  • Explain complex technical concepts in simple terms
  
  
  • Communicate effectively with technical and non-technical stakeholders