Technical Support Supervisor (NOC Operations)

Location: Walker, MI
Description: Role Overview

The Help Desk Team Lead serves as a Service Delivery Coordinator and the operational lead for our support team. This role is responsible for ensuring service excellence, maintaining queue health, and resolving high-priority escalations while actively developing the technical support staff. The ideal candidate possesses high emotional intelligence and the ability to balance the needs of clients, technicians, and the business in a fast-paced, collaborative environment.
Key Responsibilities

Team Leadership & Development

• Manage and mentor a team of help desk technicians, conducting regular 1:1 meetings and performance evaluations.
• Coordinate technical training and cross-training initiatives across IT support and physical security disciplines.
• Participate in leadership meetings and contribute to quarterly strategic objective planning and execution.

Service Delivery & Operations

• Proactively monitor ticket queues to ensure efficient workflow, intervening when tickets require reprioritization or reassignment.
• Optimize resource scheduling using Professional Services Automation (PSA) tools, aligning assignments with specific skill sets and urgency.
• Manage the escalation lifecycle to Tier 2 engineering, including securing client approval and facilitating project handoffs.
• Oversee adherence to Service Level Agreements (SLAs) and analyze resource utilization to maximize team efficiency.

Client Relations & Communication

• Act as the primary point of escalation for complex client issues, utilizing strong conflict resolution skills to maintain satisfaction.
• Manage strategic relationships with VIP and high-priority accounts.
• Maintain transparent communication with clients regarding incident progress, maintenance, and service outages.

Reporting & Administration

• Track and report on Key Performance Indicators (KPIs), including response times, resolution rates, and technician utilization.
• Conduct regular ticket audits and review time entries to ensure billing accuracy and data integrity.
• Manage team administration, including scheduling, time-off requests, and workload distribution.

Qualifications

• Experience: 3+ years in help desk operations or service coordination, with at least 1 year in a leadership or supervisory capacity.
• Technical Proficiency: Demonstrated experience with PSA or ticketing tools (e.g., ConnectWise or similar). Familiarity with Windows, Mac, and Microsoft 365 environments is required.
• Industry Knowledge: Familiarity with IT support and physical security terminology.
• Operational Skills: Proven ability to manage billing processes, time entry audits, and SLA compliance.
• Communication: Superior written and verbal communication skills, with a track record of de-escalating critical client situations.

About the Company

We are a leading, locally-owned technology service provider based in West Michigan. With decades of experience, we provide managed IT services and physical security integration to clients nationwide. Our culture is rooted in excellence, creativity, and a "better together" philosophy that fosters collaboration and innovation.
Compensation and Benefits

• Competitive base salary based on experience.
• Bonus and commission programs.
• Comprehensive Paid Time Off (PTO) and Volunteer Paid Time Off (VTO).
• 100% employer-paid family health, dental, and vision insurance premiums.
• 100% employer-paid disability insurance.
• 401k with annual company contributions and profit-sharing opportunities.

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Contact:

This job and many more are available through The Judge Group. Please apply with us today!