Remote Support Supervisor at Corporate Technologies, LLC. – Eden Prairie, Minnesota

Corporate Technologies is a leading provider of managed IT solutions to businesses and offices in Minnesota, Michigan, North Dakota, Southern California, New Jersey, and many more. With over 40 years of experience and more than 200 employees, Corporate Technologies provides Fortune 500 level IT support to small and medium sized businesses. We offer unique IT solutions, including managed IT services, cloud services, staffing, voice and data systems, storage and virtualization, consulting, and networking solutions. We would love for you to bring your skills and be part of our team!

At Corporate Technologies, it’s much more than just a job; it’s a career where you will learn, grow, and enjoy what you do every day. Our goal is to recruit and retain great people and in turn provide great employee experience. We offer a collaborative team environment, competitive salaries, and benefit program, as well as hands on training and career development.

Our company is seeking a passionate and motivated Remote Support Supervisor to oversees the performance, productivity, and development of Remote Support Technicians, ensuring that service level agreements (SLAs), customer satisfaction goals, and operational KPIs are consistently achieved. This position plays a key role in maintaining operational efficiency, coaching technicians, managing ticket queues, and improving the overall client support experience This position is fully on site and located in our Eden Prairie office.

• Supervise and manage the Tier 1 Remote Support Technician team.
• Provide daily guidance, coaching, and mentorship to support staff.
• Conduct regular L10 meetings, performance reviews, and career development planning.
• Assist with hiring, onboarding, and training new technicians.
• Foster a positive, collaborative, and high-performance team environment.
• Oversee daily service desk operations, including ticket queues, call volume, and technician workloads.
• Ensure efficient ticket triage and proper escalation to Tier 2 engineers or other teams.
• Monitor adherence to service level agreements (SLAs).
• Identify service bottlenecks and implement operational improvements.
• Monitor technician performance against established KPIs including
• Provide coaching and corrective feedback when necessary.
• Implement performance improvement plans when required.
• Conduct ticket quality audits to ensure proper troubleshooting documentation.
• Ensure technicians follow company processes and support procedures.
• Promote strong documentation standards across the team.
• Maintain knowledge base articles and troubleshooting resources.
• Monitor customer satisfaction metrics and address service concerns.
• Assist with client escalations when necessary.
• Ensure technicians maintain a high standard of professionalism in client interactions.
• Work closely with Account Management to address recurring client issues.

• 4–6 years of IT support experience
• 1–2 years in a lead or supervisory role
• Experience working in a Managed Services Provider (MSP) environment preferred
• Strong understanding of:
  • Windows desktop environments
  • Microsoft 365 administration
  • Basic networking concepts
  • Help desk operations and ticketing systems
• ITIL Foundation certification
• CompTIA A+ or Network+
• Experience managing service desk teams
• Experience with PSA and RMM platforms
• Bachelor Degree in Business, Information Technology, or similar field preferred