Support Center Team Supervisor

Job DetailsJob Location: Waterloo, IA 50701If you’re passionate about leading technical teams, elevating customer experience, and building a culture of excellence, we’d like to meet you.  Step into a leadership role where your technical expertise and people skills directly impact client satisfaction. As a Support Center Team Supervisor at Locknet, you’ll lead a team of Systems Administrators who provide remote support to our external clients—keeping their businesses running smoothly and securely. You’ll be the visible, go-to leader on the floor: coaching, answering questions, removing roadblocks, and helping the team through challenging situations. You’ll turn data into action by reviewing performance metrics, spotting trends, and driving continuous improvement—always with the goal of delivering a truly “World Class” customer experience.   What You’ll Do Lead & Develop the Team Provide day-to-day leadership to Support Center Systems Administrators  Oversee customer issues and ensure effective, long-term resolutions  Create an environment of coaching, collaboration, and ongoing knowledge sharing  Set clear expectations, monitor performance, and foster a high-performance, customer-focused culture  Hold bi-weekly 1:1s to: Assess technical skills and service levels Provide feedback from ticket monitoring Review attendance and key metrics Build career development and progression plans Coordinate training and development opportunities  Drive Operational Excellence Develop and implement procedures and policies that improve Support Center efficiency  Build a culture of awareness for inbound call volume, calls in queue, and abandoned calls  Monitor ticket and phone queues: assign work, manage alerts, and balance workloads  Lead regular team meetings (client updates, departmental changes, Q&A, recognition, project updates)  Prepare and share monthly performance reports covering: Staffing and skill gaps Training and onboarding needs Hardware/software needs Team performance against goals and SLAs Service failures and customer concerns  Own the Client Experience Serve as a technical relationship manager for your clients, partnering closely with Account Executives and Technical Account Managers  Ensure clients are subscribed to the right products and services  Act as the primary technical resource during client onboarding: document environments, coordinate technical resources, and collaborate with the Project Manager  Work quickly and thoroughly to resolve end user issues  Develop ways to gather strategic and tactical feedback from clients  Identify and drive continuous improvement opportunities, future project ideas, and satisfaction initiatives  Collaborate Across the Organization Act as a liaison between Support Center, System Engineering, Security Engineering, Network Engineering, Platform teams, and Sales  Partner with leadership on staffing strategy and team capabilities  Assist with recruiting, interviewing, hiring recommendations, onboarding, and training new team members  Perform other related duties as needed    What You Bring Minimum Requirements College degree in information services, business supervisory management or related field 4 years of customer service experience   Preferred Supervisory experience Call center environment experience   Skills & Qualifications Exceptional customer service orientation  Ability to explain, troubleshoot, and resolve basic technical device and system issues  Experience with Windows-based PCs and servers; strong general office software knowledge  Excellent written and verbal communication skills  Strong understanding of organizational goals and how your team supports them  Ability to present complex ideas in clear, user-friendly language  Highly self-motivated, detail-oriented, and accountable  Strong analytical and problem-solving skills  Able to prioritize effectively in a fast-paced, high-pressure environment  Proven success in a team-oriented, collaborative setting  Positive attitude that uplifts the team and improves morale    Who We Are Locknet Managed IT, an EO Johnson company, stands as one of the nation's premier managed service providers (MSP) and managed security service providers (MSSP). Specializing in strategic cybersecurity, Locknet offers a comprehensive suite of solutions tailored to meet the unique needs of small and mid-market clients across various industries. With a presence in Minnesota, Wisconsin, and Iowa, Locknet has been delivering world-class technology strategies to the Midwest for over 30 years, founded on the promise of keeping Your Network. Safe. Locknet provides a wide range of managed security and network management services, including technology assessments, cloud services, advanced managed security, end-user support, server and PC management, private-cloud backup, data center services, and more. Locknet is UCS/SOC 2 Type II audited and an FFIEC examined TSP, ensuring clients enjoy the highest level of trust and peace of mind. Discover more at locknetmanagedit.com.   Equal Employment Opportunity EO Johnson Business Technologies is committed to providing equal employment opportunity to all applicants and employees regardless of race, color, religion, gender, age, national origin, disability, military service, protected veteran status, sexual orientation, gender identity, or any other status protected by law.