Technical Support Supervisor

Source Support Services - Lawrenceville, GA
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Source Support Services

Technical Support Supervisor

Organization/Department: Support Operations Center (SOC)
Reports To: VP, Customer Success & Support

NOTE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Position Overview

Source’s relentless goal is to provide world-class support to enterprise IT customers & partners by creating client value. The primary responsibility of the Technical Support Supervisor is to provide leadership and management of the SOC to ensure alignment with the goals and objectives of the organization. Key tasks include, scheduling, coordination, directing and mentoring to ensure that service activities are completed swiftly and efficiently. The TS Supervisor will also work closely with decision makers and other departments to regularly identify, recommend, develop, implement and process and systems improvements to enhance the customer experience and drive team efficiency.

Strong personnel and time management skills and excellent verbal and written communications skills are required. TS Supervisors are able to multitask efficiently and consult on complex support issues as needed. Knowledge of common environments and applications is helpful. Proficiently communicating technical status to non-technical sales and management personnel is essential.

Success requires the utmost in responsiveness, disciplined self-direction, superior multi-tasking, relentless follow-through, clear & succinct communication and skill to manage the most difficult customer situations often under tight deadlines. Expect regular interaction with customers, team members, field engineers (FEs), sales associates, executive management and others. Leading by example is key. Must continuously guide the team to swift problem resolution, continuously demonstrate professionalism and a maintain keen sense of quality and the customer experience. Additionally, Source relentlessly pursues continuous improvement. TS Supervisors are expected to drive improvements individually and as a team.

Key Responsibilities Include:

  • Managing the daily operations of the SOC
  • Adhering to established procedures & protocols to ensure superior customer satisfaction
  • Working directly with end-customers and partners as needed
  • Participating in the SOC staffing process including recruitment, supervision, development, evaluation and discipline
  • Actively managing & participating in the shift rotation including weekends, after hours & holidays as needed
  • Developing & maintaining policies & standards for maximizing SOC effectiveness while minimizing costs
  • Routinely offering support & mentorship to SOC staff
  • Ensuring compliance with departmental budgets
  • Safeguarding team alignment with stated goals, guidelines and objectives
  • Ensuring team compliance with process & technical training requirements
  • Modeling responsiveness & integrity in all customer communications
  • Directly managing customer escalations to successful conclusion
  • Working with the SOC to accomplish assigned goals & objectives
  • Providing concise status reports on a regular basis
  • Performing other duties and projects as assigned

Education & Experience 

  • Associate degree in Computer Science, Information Science/Systems or equivalent industry experience
  • 2+ years managing a technical support organization supporting enterprise IT customers
  • Project management theory & demonstrated practical experience
  • CompTIA A+, Network+, Server+ certifications or equivalent preferred
  • Maintaining compliance in the Source Academy

Required Technical Skills

  • Excellent technical & process troubleshooting skills
  • Superior team-oriented attitude & desire to constantly embrace new ways of delivering services
  • Good understanding of network, PC & server operating systems, hardware, protocols and industry standards
  • Understanding of HPC & clustered environments
  • Understanding of mid-enterprise level data center communication with vendors, clients and C-level executives by phone and in-person
  • Case management experience in Salesforce Service Cloud preferred
  • Strong technical background preferred

Required Soft Skills

  • Dedication and relentless focus on customer satisfaction and follow-through
  • Excellent written, oral & interpersonal communications skills
  • Able to effectively interact with technical & non-technical people
  • Desire to further mentorship & leadership skills
  • Superior customer escalation management skills
  • Ability to multi-task, juggle competing priorities & thrive in fast-paced environment
  • Demonstrate a calming influence if the face of stress and challenging situations
  • Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
  • Experience working in a team-oriented, collaborative environment
  • Highly organized, self-motivated, self-directed and attentive to detail
  • Manage all internal & external interactions in a professional and courteous manner
  • Experience managing personnel in a 7X24 staff environment preferred

Physical Requirements & Work Environment

  • Expected to work at Source’s office unless other arrangements have been agreed to
  • Reasonable accommodations may be made to enable performance of essential job functions
  • Ability to efficiently operate a computer is expected
  • Regularly required to sit, use hands/fingers, speak and listen
  • Specific vision abilities include close vision, color vision and ability to adjust focus
  • Low to moderate noise volume


3505 Newpoint Place
Suite 450
Lawrenceville, GA 30043

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