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. Vibrant Emotional Health’s Contact Center (Here2Help Connect) is at the cutting edge harnessing new technologies to expand methods in which consumers can receive clinically sound behavioral health services. H2H Connect operates various hotlines, including New York City’s NYC 988, New York State’s HOPEline, the National Suicide Prevention Lifeline, the national Disaster Distress Helpline, and the NFL Life Line. H2H Connect continues to grow as new managed care arrangements and new technologies make it possible to reach more people in distress through more channels. The contact center currently provides crisis intervention and information and referrals to over 40,000 people every month and we expect this number to continue to grow.
Technical Support Shift Supervisor
Location
United States
Posted
55 days ago
Salary
$75K - $132.3K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Technical Support Shift Supervisor
Vibrant Emotional Health
Role Description 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 specialists. - 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. 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. Requirements - 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. - 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 documentation are needed. - Make informed recommendations to management regarding process improvements. - Work with the team and management to determine temporary workarounds as needed. Benefits - Excellent comprehensive benefits, including medical, dental, vision, and supplemental income insurance. - Employer paid disability insurance and life insurance. - Pre-tax FSA for medical and dependent care. - 401K available.
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Diagnostics Technical Specialist
ZoetisNurturing our world and humankind by advancing care for animals
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