Technical Support Supervisor - Digital Services

Job Description: 

The Technical Support Supervisor for Digital Servicesleads day‑to‑day operations for our Digital Services Technical Support teams. In this role, you will provide operational leadership, technical oversight, and performance management to ensure consistent, high‑quality support delivery for digitally enabled solutions across domestic and international customers.

As the frontline leader for a team of 5-8 technical support professionals, you will manage case queues, serve as the escalation point for technical and customer issues, maintain service KPIs, and ensure team readiness. You will partner closely with leadership, field service, and product team stakeholders to improve service execution, enhance customer outcomes, and support the development of new digital services offerings. 

The position is well-suited for a hands-on leader who combines technical credibility with strong operational discipline and the ability to lead a decentralized team through influence, data, and clear accountability.

Responsibilities: 

• Lead and manage a distributed team of technical support professionals, establishing clear expectations, performance goals, and accountability while providing technical oversight and support to external and internal customers, service providers, and customer engineers.
• Oversee daily operational execution, digital services technical support workload distribution, Genesys phone system workgroups, and associate availability to maintain service levels.
• Manage and prioritize the Oracle Engagement Cloud (OEC) case queue, assigning case ownership, monitoring resolution progress, and ensuring timely, accurate closure aligned with service level agreements.
• Serve as an escalation point for high‑impact product, service, or customer issues, coordinating with customer, product, and field teams as needed.
• Maintain escalation documentation and decision criteria to ensure consistent resolution approach.
• Monitor, analyze and report on key performance indicators including On Time Diagnosis, Average Handle Time, and case backlog metrics.
• Escalate operational risks, non‑conformances, and capacity constraints to leadership, providing data‑driven recommendations and mitigation plans.
• Identify and lead process optimization initiatives to improve efficiency, reduce mean time to resolution, and enhance customer satisfaction.
• Develop technical and professional training plans to build team capability and readiness across existing and emerging Digital Services products.
• Coordinate and deliver monthly technical webinars and knowledge‑sharing sessions for field teams and internal stakeholders.
• Support development of new Digital Services offerings by contributing to scope of work definitions, participating in service readiness planning, and developing operational enablement strategies with Product Management and Technical Manager.
• Prepare staffing business cases, capacity assessments, and resource forecasts to support service growth and operational demand planning.
• Participate in customer meetings, internal reviews, special projects, and strategic initiatives supporting departmental objectives.

Required/ Minimum Qualifications: 

• Two‑year degree in Electrical, Electronic, Computer Science, Networking or related technical discipline required or equivalent military technical training with relevant experience.
• Minimum of three years of field service experience or five years of technical support experience in building automation, HVAC controls, critical infrastructure, or related industries.
• Experience supporting digitally enabled products, services, monitoring platforms, or remote diagnostics and monitoring solutions.
• Demonstrated leadership experience managing or leading teams in a decentralized or remote work environment.
• Proven ability to manage operational workflows, case queues, and service KPIs in a customer‑facing support environment, preferably using ticketing systems such as Oracle Engagement Cloud (OEC), Salesforce, or similar CRM platforms.
• Excellent written and verbal communication skills, with the ability to present clearly to customers, peers, and leadership.
• Strong organizational and time‑management skills with the ability to balance competing priorities.
• Detail‑oriented, self‑motivated, and capable of working independently while maintaining alignment with leadership direction.
• Strong customer service mindset with the ability to de‑escalate complex technical and operational issues.
• Positive, adaptable leadership style suited for a fast‑changing, growth‑oriented Digital Services environment. 

Physical & Environmental Requirements: 

• None

Time Travel Needed: 

• Occasional domestic and international travel is required, up to 20% of the time
• Must maintain a valid driver's license