Supervisor, Client Services

Position Overview 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 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: 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. 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 Benefits 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! Equal Opportunity 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. Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences. #J-18808-Ljbffr Cotality