Locknet Managed IT · 9 hours ago
Support Center Team Supervisor
Waterloo-CF Area
Full-time
Onsite
Mid Level
4+ years expLocknet Managed IT, an EO Johnson company, is one of the nation's premier managed service providers specializing in strategic cybersecurity. As a Support Center Team Supervisor, you will lead a team of Systems Administrators to enhance client satisfaction by providing effective remote support and driving operational excellence.
ComplianceInformation TechnologyIT ManagementNetwork SecuritySecurity
Hiring Manager
Jenn Bjornstad-Helgerson, S.
Responsibilities
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
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
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
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
Qualification
Required
College degree in information services, business supervisory management or related field
4 years of customer service experience
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
Preferred
Supervisory experience
Call center environment experience
Company
Locknet Managed IT
Locknet Managed IT Services, an EO Johnson company, is a top managed service provider (MSP) in the nation for over 30 years.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase