ViaPath Technologies · 18 hours ago
Supervisor, Technical Services
Dallas, TX
Full-time
Onsite
Mid, Senior Level
5+ years expViaPath Technologies is seeking a Supervisor of Technical Services to oversee a portion of their Technical Support team that provides technical assistance on various product lines. The role involves managing staff performance, building standardized processes, and ensuring quality support to facilities.
Management Information SystemsTelecommunications
Responsibilities
Serve as an Ambassador for ViaPath
Oversee staff hiring, training, scheduling, and utilization
Manage all aspects of employee performance
Build standardized process and procedure for all functions of the department
Partner with department managers to facilitate work moving between groups
Drive staff adherence to departmental procedures
Actively oversee call and ticket quality reviews with the Team Leads
Act as a point of governance for how the department’s resources are allocated by the business
Manage SLA breach notifications across all priority levels
Develop new processes and OLAs with appropriate business units
Assign and prioritize daily service tickets
Monitor workloads to allow the department to shift labor resources dynamically in response to client impacting events
Direct the staff on ITSM/ITIL policy adherence
Develop a culture of mentorship and cross training
Drive daily and proactive communication of customer issues to appropriate teams and departments
Participate and coordinate team on-call production support rotation, occasionally required to do work during non-business or late-night hours
Other duties as assigned | Some travel required
Qualification
Required
High School Diploma or GED required
Minimum of 5 years of technical support experience in a Technical Support, Helpdesk, Technical Call Center, or Enterprise IT setting. Will consider a combination of experience and education
Minimum of 2 years' experience in customer focused role working to ensure product deliverables are working as designed
Ability to lead a team
Exceptional listener and communicator; Strong verbal and written communications skills
Strong organizational skills
Demonstrated leadership and influencing skills
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
Preferred
Associate's degree preferred
Management/leadership experience strongly preferred
ITIL certification a plus, but not required
Benefits
Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO) – Including vacation and sick time
Company Holidays
Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
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