Technical Support Supervisor

ABOUT THE JOB

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.


ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES

• 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.
• Other duties as assigned.

SUPERVISOR RESPONSIBILITIES

• Provides leadership, guidance, and support to assigned team members.
• Assists with employee training, coaching, and performance management.
• Supports hiring, onboarding, scheduling, and employee development activities.
• Promotes a positive, professional, and safety-focused work environment.
• Ensures compliance with company policies, procedures, and applicable regulations.
• Monitor workload distribution and team productivity to support operational goals.
• Addresses employee concerns and escalate issues as appropriate.
• May participate in disciplinary actions, performance evaluations, and corrective action processes.

QUALIFICATIONS

• 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.

SAFETY EXPECTATIONS

• Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.

ENVIRONMENTAL / WORKING CONDITIONS

• Work is primarily performed in a professional office environment.
• Occasional business travel may be required based on business needs.

PHYSICAL REQUIREMENTS

• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Requires the ability to communicate effectively and utilize standard office technology and equipment.
• May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.