Tech Support Supervisor

3Si Security Systems • Malvern, PA

398d • $60,000 - $70,000 • Hybrid

About The Position

The Tech Support Supervisor at 3SI Security Systems is responsible for overseeing the daily operations of the Technical Support Team. This role involves providing guidance and coaching to staff, managing work volumes, leading critical departmental projects, and ensuring high-quality customer support. The supervisor will leverage their technical and leadership skills to enhance processes and workflows, aiming for optimal efficiency and success in team projects and key performance indicators (KPIs).

Requirements

• Bachelor's degree in Computer Science or related field (or equivalent industry experience).
• 3-5 years of professional experience in a relevant customer-facing technical support role.
• 1-3 years of leadership experience in a customer-facing support department.
• Strong technical aptitude with the ability to navigate complex technical communications and scenarios.

Nice To Haves

• Experience with project management tools.
• Experience working within a software help desk environment (Zendesk experience strongly desired).
• Proficient with Microsoft Office Suite/Office 360.

Responsibilities

• Provide mentorship, guidance, and coaching to the Technical Support Staff, including documentation of observed behavior and performance.
• Lead and report on Technical Support projects, support escalations, and department initiatives.
• Present actionable insights and strategic recommendations to the Product and Engineering teams in meetings.
• Create and maintain department resources, including process and procedure documents.
• Maintain professionalism during interactions with customers, team members, and management.
• Lead by example with a strong understanding of 3SI product offerings and systems.
• Perform additional responsibilities as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree