Service Support Supervisor

Abraham Technical Services•Rogers, MN

About The Position

AbeTech is the U.S. market-leading systems integrator in providing tailored data capture solutions for manufacturing, warehousing, and distribution. Our comprehensive solutions include barcoding, mobile computing, thermal label printing, device management, RFID, and weighing, labeling, and verification technologies that automate manual processes and reduce human error. This role involves leading and developing AbeTech's Support Organization, including Service Desk Tier I, Service Desk Tier II, Mobility Solutions Specialists, Service Administrators, and Repair Technicians. The supervisor will coach, mentor, and develop team members, establish goals, and oversee support queues, service boards, and escalation processes to ensure timely and efficient service delivery. Key responsibilities include monitoring SLA compliance, serving as the primary escalation point for complex issues, partnering with other departments, driving accountability for support processes, and owning the Support organization's documentation strategy. The role also involves identifying opportunities for process improvements, overseeing change management, supporting managed services environments, participating in client reviews, and analyzing KPIs using various tools. Additionally, the supervisor will assist with resource forecasting, capacity planning, budgeting, and strategic departmental initiatives.

Requirements

Proven ability to lead, coach, mentor, and develop technical support professionals while building a culture of accountability and teamwork.
Strong verbal, written, and interpersonal communication skills with the ability to effectively interact with clients, team members, and leadership.
Demonstrated commitment to delivering exceptional customer experiences and resolving service concerns professionally.
Strong troubleshooting, root cause analysis, and decision-making capabilities.
Ability to manage SLAs, documentation standards, escalation procedures, and support workflows with consistency and accuracy.
Comfortable managing changing priorities and working effectively in a fast-paced support environment.
Ability to interpret KPIs and operational reporting to make informed business decisions.
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.

Nice To Haves

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.

Responsibilities

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.