Technical Support Supervisor

ESSENTIAL FUNCTIONS

Technical Support Supervisor – Tier 1 is an on-site position leading the Technical Support team responsible for customer facing troubleshooting within the Dobson Organization. The ideal candidate combines a technical understanding, leadership excellence, and a strategic mindset to support operations, enhance departmental efficiency, and deliver proactive data-driven customer experiences.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Lead, coach, and develop a team of Technical Support Representatives, building a culture of collaboration, empathy, and accountability.
• Work with and develop Tier 1 Support Techs in advancing troubleshooting skills and knowledge of Dobson products and offerings.
• Responsible for escalating issues that are unable to be resolved by support to the Network Operations Center.
• Manage escalation tickets and customer complaints through resolution.
• Identify problems and risk areas and be able to advise management of actions required to mitigate their impact.
• Notify management of major network outages and resolutions.
• Document and modify support related processes and procedures as necessary.
• Establish and monitor key performance indicators (KPIs) including Average Handle Time, SLA compliance and Customer Satisfaction.
• Conduct regular one-on-one meetings, performance evaluations and coaching sessions to drive accountability and professional growth.

QUALIFICATIONS INCLUDE:

• High School, Vocational, or applicable short course diploma.
• 6 to 8 years of experience working in a Help Desk/Tech Support position.
• Strong working knowledge of various operating systems, routers, and network elements.
• Strong logic and troubleshooting skills
• Ability to perform advanced system administration functions and maintenance procedures.
• Strong organizational skills and ability to communicate effectively.
• Ability to perform basic system administration functions to assist Customer Operations management with departmental enhancements.

DESIRED QUALIFICATIONS:

• Microsoft, A+, or MCP certification
• Cisco CCNA certification

SPECIAL REQUIREMENTS:

• Flexible Shift Schedule
• On Call Rotation
• Customer First Mindset