ViaPath Technologies · 1 month ago
Technical Support Supervisor (Service Excellence)
US-TX-Dallas
Full-time
Onsite
Mid, Senior Level
5+ years expViaPath Technologies is an innovation leader in correctional technology and education solutions. They are seeking a Service Excellence Supervisor to oversee Channel Partners and VIP customer interactions, ensuring successful resolutions to service issues and chronic problems. The role involves coordinating resources, communicating between teams, and providing management reports on service performance.
Management Information SystemsTelecommunications
Responsibilities
Serve as an Ambassador for ViaPath
Acknowledgement of incidents/escalations incoming from multiple communication channels as well as our ITSM, Service-Now
Supervise Channel Partner teams and attend channel partner client meetings and escalations
Supervise Regional Tier 3 Technician’s in their liaison with Field Services
Work with Regional Tier 3 for feedback from the field for chronic issue identification
Identify and prioritize productivity, employee development, case, and queue work load for all supervised parties
Identify trends and provide recommended solutions to lingering problems as it applies to chronic facility issues
Troubleshooting and facilitating diagnostic for service issues as follow up to engineering inquiries
Review monitoring system to determine application and/or hardware status for proactive identification of service issues
Recommend service changes across multiple teams to positively impact customer experience
Coordinate and participate in client partnership and VIP account meetings with customers regarding their service needs
Ability to diagnose, advise, and navigate multiple platforms to determine scope of escalations and provide triage troubleshooting as needed for escalations
Other duties as assigned
Qualification
Required
High School Diploma or GED required
Minimum of 5+ years of experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting working with an ITSM (ticketing system); experience leading teams desired
Experience with the use of JIRA ticketing system
Knowledge and understanding of Agile methodology and best practices
Experience with Project or Account management and ability to create and review analytics
Exceptional listener and communicator; Strong verbal and written communications skills
Ability to work in a fast-paced environment and multi-task on work assignments
Strong organizational skills
Ability to lead teams
Strong customer service delivery skillset with the ability to interact with various levels of the customer management
Ability to manage outages and lead discussions with responsible parties
Detail oriented with proven experience in multi-tasking in a fast-paced environment with competing deadlines
Ability to identify and implement process improvement and standards of excellence
Ability to gain internal support and establish solid working relationships
Ability to translate technical concepts to peers, management, leadership and customers
Ability to work in an environment that operates 24/7 with an ability to work outside of the listed schedule/hours as needed
Preferred
Associate's degree preferred
Certified Scrum Master (CSM) certification is preferred
ITIL Foundation Certification preferred
Experience with monitoring systems a plus
Company
ViaPath Technologies
ViaPath Technologies provides communications and management technology services.
1001-5000 employees
H1B Sponsorship
ViaPath Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Deb Alderson
President & CEO
Recent News
2025-12-01
2025-10-23
Company data provided by crunchbase