Supervisor, Client Technology Services

Universal Orlando•Orlando, FL

About The Position

In this role, the Supervisor for the Client Technology Services team needs to be customer-focused to lead our back of house support team. In this role, the Supervisor will oversee a team of client support specialists who provide technical assistance and product support to our back of house team members. They are responsible for ensuring the delivery of high-quality service, maintaining service level agreements (SLAs), mentoring team members, and driving continuous improvement.

Requirements

Bachelor’s degree in information technology, Business, or related field or equivalent experience. Military equivalent in service and training/classes also accepted.
3+ years of experience in technical support or help desk environments.
1+ year in a supervisory or team lead role, preferably in a client-facing technology setting.
Strong understanding of IT service management tools (ServiceNow, SharePoint, as examples).
Familiarity with SaaS platforms, networks, and end-user hardware/software support.
Exceptional communication, problem-solving, and conflict resolution skills.
Proven ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Supervise, coach, and mentor a team of client technology services (CTS) analysts and team lead.
Provide day-to-day oversight for the team, including scheduling, monitoring ServiceNow queues for assignments, and performance monitoring.
Conduct regular team meetings and one-on-ones to ensure alignment, performance feedback, and professional development.
Ensure timely and accurate resolution of client issues/tickets via phone, email, and chat.
Monitor ServiceNow queues and adjust resources to meet SLAs.
Implement best practices to optimize support workflows and improve client satisfaction.
Maintain documentation for training and onboarding and work with the team to ensure that everyone is adhering to procedures and policies.
Supervises the daily operations of the 3D print team.
Disseminates new information or tasks assigned to the CTS team for events, projects, daily operations, and new or replacement hardware/software.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.