Technical Support Supervisor

• Lead the Technical Support Team : Supervise and coordinate the daily operations of the support desk.
• Monitor and Improve Support Quality : Ensure tickets are resolved accurately and on time, with high customer satisfaction.
• Escalation Handling : Act as the point of contact for escalated technical issues, including OS, network, or database-related incidents.
• Training and Development : Train staff on technical fundamentals (network, OS, SQL) and customer service practices.
• Collaborate with Engineering and Infrastructure Teams : Coordinate with other teams to resolve system-wide or complex technical problems.
• Reporting and Analytics : Analyze performance metrics, ticket trends, and report findings to management.
• Maintain Documentation : Ensure internal knowledge base and SOPs are up-to-date and comprehensive.
• Customer Advocacy : Represent the customers voice in internal product or service discussions.
• Ensure Technical Readiness : Verify that the team stays current with updates in OS platforms, networks, and database technologies.
• Compliance and Policy Enforcement : Ensure support operations comply with internal policies, IT security standards, and SLA agreements.

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