Advanced Technical Support Supervisor

1. →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.
2. →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.
3. →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.
4. →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.
5. →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.
6. →Incident & Problem Management: Analyze recurring and complex technical issues, identify trends and potential root causes, and partner with appropriate technical teams to drive corrective actions and long-term resolution.
7. →Knowledge & Technical Documentation: Maintain and improve technical documentation, troubleshooting procedures, knowledge resources, and escalation guidelines to support consistent issue resolution and enable continuous knowledge sharing across the team.
8. →Cross-Functional Collaboration & Customer Experience: Partner with Network Operations, Engineering, Service Delivery, Customer Care, Field Operations, and other stakeholders to resolve complex issues, communicate technical impacts, and improve the overall customer support experience.
9. →Other duties as assigned by Supervisor.

• Bachelor’s degree in a technical field or equivalent combination of education and practical experience.
• 4+ years of experience leading, coaching, and developing technical support or operations teams.
• 4+ years of experience in IT Operations, Network Operations, or a Network Operations Center (NOC) environment, with demonstrated ability to troubleshoot complex technical issues in large-scale environments.
• Strong working knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure.
• Exceptional verbal and written communication skills, with the ability to effectively communicate technical information, present data and insights, and collaborate with technical teams, customers, and leadership.
• Willingness to work a flexible schedule, including occasional extended hours, weekends, or holidays, to support operational requirements.

• Leadership experience within a telecommunications, Internet Service Provider (ISP), or related technical service environment.
• Experience with ServiceNow or similar enterprise ticketing platforms and familiarity with ITIL principles and service management practices.
• Hands-on experience using SolarWinds, Nagios, or similar enterprise monitoring and diagnostic tools to identify and troubleshoot network performance issues.
  Active CCNA, CCNP, ITIL, or other relevant technical or service management certification.

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