Technical Support Shift Supervisor at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Shift Supervisor in the United States.

This role sits at the center of a 24/7 technical support operation, ensuring seamless service delivery and high-quality end-user assistance in a fast-paced, mission-driven environment. The supervisor combines hands-on troubleshooting expertise with team leadership responsibilities, guiding Tier 1 and Tier 2 support specialists through complex incidents and escalations. You will play a key role in maintaining service reliability, SLA adherence, and continuous improvement of support workflows. Acting as a bridge between support teams, IT engineering, and leadership, you will help optimize processes and elevate user experience. This position requires strong communication skills, technical depth, and the ability to lead by example under pressure. It is well suited for someone who thrives in dynamic, high-impact operational environments focused on service excellence and continuous improvement.

In this role, you will oversee daily technical support operations, ensuring efficient ticket handling, escalation management, and consistent service quality across shifts. You will provide leadership and mentorship to support specialists while actively participating in troubleshooting and incident resolution.

• Supervise Tier 1 and Tier 2 support staff, providing guidance, escalation support, and performance coaching in a high-volume environment
• Monitor ticket queues, ensure SLA compliance, and prioritize incidents based on urgency and business impact
• Support complex troubleshooting efforts across IT systems, hardware, software, networking, and remote support tools
• Analyze support metrics, identify trends, and recommend process and workflow improvements
• Collaborate with engineering and product teams to resolve bugs, clarify features, and improve system performance
• Coordinate staffing, shift coverage, and workload distribution to ensure 24/7 operational continuity
• Maintain and enhance documentation, knowledge bases, and standard operating procedures
• Report on team performance, escalations, and operational risks to leadership

This position requires a strong blend of technical expertise, leadership capability, and customer-focused mindset. The ideal candidate brings hands-on IT support experience combined with proven team supervision skills in fast-paced environments.

• Bachelor’s degree or equivalent experience; 3–5 years in IT support or help desk roles, with leadership experience preferred
• Strong knowledge of IT systems, troubleshooting methodologies, networking basics, and remote support tools
• Experience managing incident escalation processes and ensuring timely resolution under SLA requirements
• Familiarity with ticketing systems such as ServiceNow, Jira, or Salesforce
• Demonstrated ability to lead, mentor, and motivate technical support teams
• Strong communication skills with a customer-first, empathetic approach to support delivery
• Analytical mindset with experience tracking performance metrics and driving improvements
• Ability to work in rotating or structured shift environments supporting 24/7 operations

• Competitive salary range aligned with experience and location factors
• Comprehensive health coverage including medical, dental, and vision insurance
• Life and disability insurance fully or partially employer-paid
• Flexible spending accounts for medical and dependent care expenses
• 401(k) retirement savings plan
• Opportunity to work in a mission-driven organization focused on large-scale public impact
• Collaborative environment emphasizing learning, inclusion, and professional growth
• Structured support for training, development, and internal career advancement.