Technical Support Supervisor
Listed on 2026-02-28
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IT/Tech
IT Support, Systems Administrator, Technical Support, HelpDesk/Support
Parkside Tech is an IT services and solutions company that specializes in working with businesses throughout Arizona to assess, recommend, implement and support IT solutions. With over 60 years of combined IT experience working with companies of all sizes, from small businesses to publicly traded corporations, Parkside Tech is the perfect IT partner. Our expertise covers all our customers' IT needs.
PositionSummary
The Technical Support Supervisor is responsible for leading, mentoring, and overseeing a team of technical support professionals within a Managed IT Services environment. This role ensures high-quality service delivery, adherence to SLAs, and continuous improvement of support processes while serving as an escalation point for complex technical issues.
Key Responsibilities- Supervise and support a team of Tier 1–3 technical support technicians.
- Monitor daily ticket queues, workloads, response times, and SLA compliance.
- Serve as an escalation point for complex technical, customer service, or performance issues.
- Coach, mentor, and develop team members through regular feedback, one-on-ones, and performance reviews.
- Coordinate scheduling, on-call rotations, and coverage to meet client needs.
- Ensure consistent documentation, ticket notes, and adherence to internal processes.
- Collaborate with Operations, Project, and Sales teams to support client success.
- Identify opportunities for process improvement, automation, and efficiency.
- Assist with hiring, onboarding, and training of new technical staff.
- Maintain strong client relationships and handle escalated customer concerns professionally.
- 3–5+ years of experience in IT support within a Managed Service Provider (MSP) environment.
- 1–3+ years of experience in a supervisory or team lead role.
- Strong working knowledge of:
- Windows and macOS environments
- Microsoft 365 and Azure AD
- Networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
- Remote monitoring and management (RMM) tools
- Proven ability to lead, motivate, and develop technical teams.
- Excellent communication, organization, and customer service skills.
- Experience supporting small-to-mid-sized business clients.
- IT certifications such as CompTIA A+, Network+, Security+, Microsoft, or similar.
- Experience with ITIL or service delivery frameworks.
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