Supervisor, Client Services

Technical Services Supervisor

We are seeking a dynamic Technical Services Supervisor to lead, coach, and inspire our technical support team. In this role, you will balance operational excellence with people development, ensuring our team consistently delivers high-quality technical assistance while hitting our performance metrics. You will be the driving force behind daily operations, the champion of our service standards, and a dedicated mentor to our technical associates.

Key responsibilities include:

Team Leadership & Operations:

• Daily supervision: Oversee the day-to-day operations of the technical services team, ensuring smooth workflows, optimal performance, and high-quality service delivery.
• Queue management: Monitor incoming support queues and strategically coordinate team responses to maintain rapid, consistent, and accurate technical assistance.
• SLA compliance: Ensure strict adherence to Service Level Agreements (SLAs) and internal technical support standards.

Mentorship & Performance Management:

• Coaching & guidance: Provide dedicated one-on-one coaching, technical guidance, and mentorship to associates to elevate their troubleshooting skills and service quality.
• Professional growth: Participate in performance reviews, deliver constructive feedback, and help team members map out their professional development and growth.
• Metrics & analytics: Utilize operational metrics to track team performance, identify knowledge gaps, and implement performance improvement plans when necessary.

Escalation & Client Relations:

• Escalation point: Serve as the primary escalation point for complex technical issues and client inquiries, ensuring swift and satisfactory resolution.
• Relationship building: Foster and maintain strong relationships with clients, balancing technical expertise with exceptional customer service.

Job qualifications:

• Bachelor's degree in Information Technology, Business Administration, or related field required.

Education & experience:

• Education: Bachelor's degree in Information Technology, Business Administration, or a closely related field preferred.
• Leadership experience: Proven experience in a supervisory or management role within a technical support or helpdesk environment.

Skills & competencies:

• Technical acumen: Strong foundational understanding of technical systems, infrastructure, and advanced troubleshooting methodologies.
• People management: Exceptional leadership skills with a proven track record of coaching, motivating, and driving engagement within a team.
• Operational drive: Demonstrated experience managing operational metrics, KPI tracking, and performance management.
• Communication: Excellent communication and interpersonal skills, with the ability to translate complex technical concepts into client-friendly language.

Annual pay range:

50,300 - 61,000 USD

Application window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality:

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition rewards, referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.