Technical Support Shift Supervisor

Department: IT / TECH

Reports to: Director, Enterprise IT Support

Location: (Remote)

Schedule: M – F, 9a-5p

Salary Range: $75,000 - $132,300

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview:

The 988 Technical Support Supervisor is one of three key leaders responsible for overseeing part of the daily operations of the 24/7 support team, ensuring high-quality technical support is delivered to end-users. This role combines hands on troubleshooting expertise with leadership responsibilities, including team mentoring, workload management, and performance monitoring. The technical support supervisor plays a key role in maintaining service standards, improving support workflow, and serving as a liaison between the help desk, other IT teams, and leadership. This position requires strong communication, a customer-first mindset, and the ability to lead by example in a fast-paced environment.

Duties/Responsibilities:

• Provide daily leadership, guidance, and backup support to Tier 1 and Tier 2 support specialist.
• Monitor ticket queues and ensure timely responses, resolutions and SLA adherence.
• Assist with escalations, ensuring a smooth and professional resolution process.
• Identify training needs and help develop growth paths for team members.
• Collaborate with engineering and product teams on bugs, feature clarifications, and improvements.
• Analyze support metrics and recommend process improvements.
• Regularly report team performance, escalations, and support trends to the manager.
• Maintain and improve internal knowledge base and workflow documentation.
• Assist with scheduling to ensure 24/7 coverage needs are met.
• Additional duties as needed.

Required Skills/Abilities:

• Team Management: Proven experience supervising help desk or IT support staff in a high-volume environment.
• Technical Troubleshooting: Strong knowledge of common IT systems, hardware, software, networking and remote support tools.
• Incident & Escalation Management: Ability to assess and escalate issues appropriately while ensuring timely resolution.
• Customer Service Excellence: Demonstrated commitment to delivering user-focused support with empathy and professionalism.
• Ticket System Proficiency: Familiarity with platforms such as Salesforce, Jira, and ServiceNow.
• Documentation: Ability to maintain knowledge base articles and ensure team adherence to standard operating procedures.
• Performance Monitoring: Monitor and track team metrics for continuous improvement opportunities.
• Customer Service Excellence: Demonstrated commitment to delivering user-focused support with empathy and professionalism.

Decision Making:

• Prioritize incoming tickets based on urgency, impact, and alignment with SLAs to ensure timely resolution.
• Determine when to escalate issues.
• Make staffing decisions to handle ticket volume and shift coverage.
• Identify when updates to knowledge base documentations are needed.
• Make informed recommendations to management regarding process improvements.
• Work with the team and management to determine temporary workarounds as needed.
   

Scope of Responsibility/Accountability:

• Manages programs/projects, creates and implements work plans and objectives.
• Monitors and evaluates interim results and develops contingency plans if objectives are off track.
• Performance is reviewed by director level and above.
   

Managing/Directing Work:

• Assign and prioritize daily tasks, incidents, and service requests across the shift.
• Monitor workload distribution to ensure even coverage and timely resolution of tickets.
• Set clear performance expectations with team.
• Ensure tickets meet SLAs.
• Conduct regular check-ins or huddles to provide updates.
• Coordinate shift transitions with the other supervisors.
• Identify and report to the manager on inefficiencies and how the team can improve.

Required Qualifications:

• Typically requires a Bachelor’s degree.
• Three to five years of relevant experience performing similar responsibilities
• With a Master’s degree, three or more years of experience will be accepted.

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time.
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Will frequently communicate over video calls with internal and external stakeholders to provide status updates and potential roadblocks.

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.