Support Supervisor

REMPREX, INC•Lisle, IL

6h•$62,587 - $97,427

About The Position

The Tech Support Supervisor oversees the daily operations of Remprex Tech Support and ensures effective delivery of technical support services for Automated Gate Systems (AGS) and associated technologies at intermodal terminals, automotive facilities, and depots. The role provides direct supervision, guidance, and technical leadership to Support Technicians, ensuring reported issues are prioritized, investigated, resolved, and escalated according to established policies and service expectations. The supervisor monitors team performance, maintains operational efficiency, coordinates resources, and identifies process improvements. The position requires technical expertise, leadership, and communication skills to support REMPREX clients, internal teams, and external vendors. It also coordinates shift coverage and scheduling to maintain support during operational hours; shift coverage is required if a shift cannot otherwise be covered.

Requirements

Associate’s degree in information technology, computer science, or a related field, or equivalent professional experience.
At least 5 years of experience in technical support, help desk, or an IT operations environment.
At least 2 years of experience in a senior technical support, team lead, supervisory, or comparable leadership role.
Demonstrated experience providing technical guidance, coordinating workloads, and supporting employee development.
Strong understanding of network and system protocols, including TCP/IP, DHCP, DNS, and VoIP.
Working knowledge of Microsoft Windows desktop and server operating systems.
Working knowledge of Microsoft Windows services and technologies, including Active Directory, IIS, SQL Server, DNS, and security components.
Proficiency with Microsoft Office Suite and technical support ticketing systems.
Demonstrated ability to troubleshoot complex hardware, software, and network-related issues.
Strong leadership, organizational, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to manage competing priorities and make sound decisions in a fast-paced environment.
Ability to manage escalated incidents effectively and communicate with technical and nontechnical stakeholders.
Ability to work collaboratively with internal teams, clients, and external vendors.
Valid driver’s license with a clean Motor Vehicle Record (MVR).
Ability to obtain and maintain eRAILSAFE Certification, a Permanent Employee Registration Card (PERC) where applicable in Illinois, and proficiency in Remprex and client safety rules and regulations.

Nice To Haves

Previous experience as a Level II Support Technician or in a comparable senior technical support role.
Previous supervisory or team leadership experience within an IT support or operations environment.
Experience supporting Automated Gate Systems (AGS), intermodal terminal operations, or similar industrial technologies.
Familiarity with the Global Monitoring System (GMS) or comparable incident management platforms.
Working knowledge of Linux and Cisco technologies.
Experience developing standard operating procedures, training materials, and technical documentation.
Experience monitoring team performance, service-level agreements, and operational support metrics.

Responsibilities

Supervise Support Technicians’ daily activities, workload distribution, task prioritization, and timely issue resolution.
Provide technical guidance, coaching, and mentorship to Support Technicians; oversee onboarding and training and coordinate ongoing professional development.
Monitor individual and team performance, provide constructive feedback, promote accountability and teamwork, and support adherence to departmental policies and procedures.
Assist the Sr. Manager of Tech Support with performance evaluations and personnel-related matters.
Coordinate shift coverage and scheduling, including covering a shift when it cannot otherwise be covered.
Serve as the primary escalation point for Support Technicians needing technical or operational assistance.
Monitor incoming support notifications and ensure incidents are triaged and prioritized based on urgency, severity, and operational impact.
Oversee the creation, management, and resolution of tickets in the Global Monitoring System (GMS), monitoring open tickets for timely resolution, follow-up, and compliance with service expectations.
Provide technical assistance and direction for complex hardware, software, network, and system issues; coordinate critical incident escalation to internal teams, management, or external vendors.
Monitor recurring incidents and identify corrective actions and long-term resolutions.
Oversee preventative maintenance activities to support system reliability and minimize operational disruptions.
Ensure effective shift-change procedures and communication of outstanding issues; assist with critical incidents and provide direct technical support when necessary.
Serve as a contact for client concerns and operational support issues, maintain effective relationships with clients, internal departments, and external service providers, and ensure professional and consistent customer service.
Communicate critical incidents, operational disruptions, resolution progress, site status, outstanding issues, and operational challenges to the Sr. Manager of Tech Support and other appropriate stakeholders.
Assist in addressing client concerns and ensure appropriate follow-up through resolution; collaborate with internal and external technical teams on troubleshooting and solutions.
Monitor team performance, ticket activity, response times, and resolution trends to assess operational effectiveness.
Ensure accurate, complete, and timely submission of GMS tickets, shift updates, scorecards, and other documentation, and ensure technicians comply with recordkeeping and time-reporting requirements.
Provide regular updates to the Sr. Manager of Tech Support on team performance, site operations, and outstanding challenges.
Monitor adherence to service-level agreements (SLAs), where applicable, and departmental performance expectations; assist in developing and maintaining performance metrics.
Identify opportunities to improve support procedures, operational efficiency, and service delivery.
Develop, maintain, and enforce standard operating procedures (SOPs) and departmental best practices; ensure troubleshooting procedures, technical documentation, and resolution processes are accurate and accessible.
Collaborate with the Sr. Manager and Director of Tech Support on process improvements and operational initiatives.
Evaluate recurring technical and operational challenges and recommend preventative measures.
Promote consistency in troubleshooting, documentation, escalation, and incident resolution across the support team.