What You'll Do:- Lead and develop AbeTech's Support Organization, including Service Desk Tier I, Service Desk Tier II, Mobility Solutions Specialists, Service Administrators, and Repair Technicians.
- Coach, mentor, and develop team members through regular one-on-one meetings, performance discussions, and career development planning.
- Establish individual and team goals that align with department objectives and organizational priorities.
- Oversee all support queues, service boards, dispatch activities, and escalation processes to ensure timely and efficient service delivery.
- Monitor SLA (Service Level Agreement) compliance, workload distribution, ticket quality, documentation standards, and time-entry accuracy.
- Serve as the primary escalation point for complex technical support issues and major client incidents.
- Partner with Engineering, Professional Services, Project Management, Sales, and Operations teams to ensure exceptional client outcomes.
- Drive accountability for support processes, documentation standards, knowledge management, and operational consistency.
- Own the Support organization's documentation strategy, including SOPs, work instructions, client documentation, and knowledge base governance.
- Identify opportunities for process improvements, automation, and operational efficiencies that improve service delivery.
- Oversee change management activities, ensuring production-impacting work is documented, approved, communicated, and executed appropriately.
- Support managed services environments, mobility solutions, MDM, and SOTI-related support activities.
- Participate in client service reviews, escalation meetings, and strategic account discussions as needed.
- Analyze KPIs and operational metrics using ConnectWise, Power BI, and Dynamics 365 to drive continuous improvement.
- Assist with resource forecasting, capacity planning, budgeting, and strategic departmental initiatives.
What Success Looks Like:- 90% or greater SLA response compliance.
- Healthy and proactively managed ticket queues.
- Strong CSAT and client satisfaction scores.
- Consistent ticket quality and documentation standards.
- 95%+ time-entry compliance.
- Effective escalation management and root cause resolution.
- High employee engagement, retention, and development.
- Strong knowledge base adoption and documentation governance.
- Consistent adherence to change management processes.
- Continuous improvement initiatives that drive measurable business results.
- Scalable support operations that support company growth and client success.
Requirements
- Leadership: Proven ability to lead, coach, mentor, and develop technical support professionals while building a culture of accountability and teamwork.
- Communication: Strong verbal, written, and interpersonal communication skills with the ability to effectively interact with clients, team members, and leadership.
- Customer Focus: Demonstrated commitment to delivering exceptional customer experiences and resolving service concerns professionally.
- Problem Solving: Strong troubleshooting, root cause analysis, and decision-making capabilities.
- Process Discipline: Ability to manage SLAs, documentation standards, escalation procedures, and support workflows with consistency and accuracy.
- Adaptability: Comfortable managing changing priorities and working effectively in a fast-paced support environment.
- Analytical Thinking: Ability to interpret KPIs and operational reporting to make informed business decisions.
- Team Development: Experience conducting performance reviews, career development planning, and employee coaching.
- 3+ years of experience in service desk, technical support, managed services, or IT operations.
- 2+ years of supervisory, team lead, or leadership experience.
- Experience managing ticketing systems, service boards, and support operations.
- Experience with ConnectWise Manage or similar PSA platforms preferred.
- Experience with Power BI, Microsoft Dynamics 365, and reporting tools preferred.
- Familiarity with managed services, MDM, SOTI, mobility solutions, and change management processes preferred.
- ITIL Foundation certification or equivalent service management experience preferred.
Who Will Thrive in This Role?The ideal Service Support Supervisor is a leader who can balance people, process, and client success. They are confident enough to hold others accountable, collaborative enough to build strong relationships, and disciplined enough to drive operational excellence.
Successful candidates typically demonstrate:
- Strong leadership and decision-making skills.
- Excellent coaching and employee development capabilities.
- High levels of communication and relationship-building effectiveness.
- A commitment to process consistency and documentation quality.
- Strong analytical and troubleshooting abilities.
- A continuous improvement mindset focused on operational excellence.
Why Join Us:- Leadership Impact: Play a key role in shaping and scaling AbeTech's service and support organization.
- Career Growth: Work alongside experienced leaders and gain opportunities for professional development and advancement.
- Innovative Environment: Help drive operational maturity, automation, managed services growth, and service excellence.
- Client Focused and Fun: We have a strong commitment to doing the right thing for our clients and having a fun time doing it.
Benefits:- AbeTech offers a benefit package, which includes health and dental insurance that can be purchased for you and your dependents. We also have short- and long-term disability, holiday pay, personal time off, life insurance (group and voluntary), flexible spending account for health and dependent care, health savings accounts, and a traditional and matching 401k plan.
Join AbeTech and lead a team dedicated to delivering world-class support experiences, operational excellence, and client success.Salary Description
$85,000 - $97,000 annually
