Technical Support Shift Supervisor

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Shift Supervisor in the United States.

This role sits at the center of a 24/7 technical support operation, ensuring seamless service delivery and high-quality end-user assistance in a fast-paced, mission-driven environment. The supervisor combines hands-on troubleshooting expertise with team leadership responsibilities, guiding Tier 1 and Tier 2 support specialists through complex incidents and escalations. You will play a key role in maintaining service reliability, SLA adherence, and continuous improvement of support workflows. Acting as a bridge between support teams, IT engineering, and leadership, you will help optimize processes and elevate user experience. This position requires strong communication skills, technical depth, and the ability to lead by example under pressure. It is well suited for someone who thrives in dynamic, high-impact operational environments focused on service excellence and continuous improvement.

Accountabilities:

In this role, you will oversee daily technical support operations, ensuring efficient ticket handling, escalation management, and consistent service quality across shifts. You will provide leadership and mentorship to support specialists while actively participating in troubleshooting and incident resolution.

Supervise Tier 1 and Tier 2 support staff, providing guidance, escalation support, and performance coaching in a high-volume environment
Monitor ticket queues, ensure SLA compliance, and prioritize incidents based on urgency and business impact
Support complex troubleshooting efforts across IT systems, hardware, software, networking, and remote support tools
Analyze support metrics, identify trends, and recommend process and workflow improvements
Collaborate with engineering and product teams to resolve bugs, clarify features, and improve system performance
Coordinate staffing, shift coverage, and workload distribution to ensure 24/7 operational continuity
Maintain and enhance documentation, knowledge bases, and standard operating procedures
Report on team performance, escalations, and operational risks to leadership

Requirements

This position requires a strong blend of technical expertise, leadership capability, and customer-focused mindset. The ideal candidate brings hands-on IT support experience combined with proven team supervision skills in fast-paced environments.

Bachelor’s degree or equivalent experience; 3–5 years in IT support or help desk roles, with leadership experience preferred
Strong knowledge of IT systems, troubleshooting methodologies, networking basics, and remote support tools
Experience managing incident escalation processes and ensuring timely resolution under SLA requirements
Familiarity with ticketing systems such as ServiceNow, Jira, or Salesforce
Demonstrated ability to lead, mentor, and motivate technical support teams
Strong communication skills with a customer-first, empathetic approach to support delivery
Analytical mindset with experience tracking performance metrics and driving improvements
Ability to work in rotating or structured shift environments supporting 24/7 operations

Benefits

Competitive salary range aligned with experience and location factors
Comprehensive health coverage including medical, dental, and vision insurance
Life and disability insurance fully or partially employer-paid
Flexible spending accounts for medical and dependent care expenses
401(k) retirement savings plan
Opportunity to work in a mission-driven organization focused on large-scale public impact
Collaborative environment emphasizing learning, inclusion, and professional growth
Structured support for training, development, and internal career advancement.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Technical Support Shift Supervisor

Requirements

Benefits

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