Flow Control Group · 7 hours ago
Help Desk Supervisor
Charlotte, NC
Full-time
Onsite
Mid LevelFlow Control Group is a leading provider of fluid handling and automation solutions across North America. The Help Desk Supervisor oversees the Tier 1 Help Desk team, ensuring high-quality customer support and adherence to ITIL best practices while coaching and developing technicians.
FuelIndustrialIndustrial Automation
Responsibilities
Provide daily leadership, guidance, and coaching to Tier 1 technicians
Conduct regular 1:1s focused on skill development, performance, and career growth
Create development plans that build technicians toward Tier 2, Project Engineering or other IT career paths
Foster a positive, customer-centric team culture aligned with FCG values
Identify skill gaps and coordinate training sessions (technical, customer service, ticket management)
Monitor ticket queues to ensure: SLA compliance, Proper categorization, prioritization, and documentation, Accurate and complete resolution notes
Manage real-time workload distribution and adjust resourcing for phones and tickets
Oversee escalation processes to IT specialist’s teams
Ensure adherence to standard operating procedures, solutions, and ITIL practices
Provide constructive feedback and targeted coaching following QA reviews
Track individual and team performance metrics (e.g., SLA attainment, first-call resolution, backlog health)
Support and champion ITIL-based processes including Incident Management, Request Fulfillment, and Knowledge Management
Identify trends, recurring issues, and opportunities to reduce ticket volume
Collaborate with Service Delivery and Field Service teams to improve workflows, templates, and routing rules
Contribute to Solutions growth by documenting new issues, solutions, and customer facing guides
Proactively recommend tools, process changes, and automations that enhance team efficiency
Serve as an escalation point for dissatisfied customers, complex issues, or urgent requests
Ensure the team communicates for clarity, professionalism, and empathy
Review communications to maintain expected standards for updates, ticket notes, and technical explanations
Track and report weekly KPIs and operational metrics to the Service Delivery Manager
Assist with scheduling, time-tracking, PTO coordination, and coverage planning
Participate in hiring processes for Tier 1 technicians
Qualification
Required
Strong communication skills
Highly organized
Passionate about developing others
Experience in coaching and developing Tier 1 technicians
Ability to monitor performance and optimize processes
Experience with ITIL best practices
Ability to manage ticket queues and ensure SLA compliance
Experience in workload distribution and resource management
Ability to oversee escalation processes
Experience in providing constructive feedback and targeted coaching
Ability to track individual and team performance metrics
Experience in supporting ITIL-based processes including Incident Management, Request Fulfillment, and Knowledge Management
Ability to identify trends and opportunities to reduce ticket volume
Experience in collaborating with Service Delivery and Field Service teams
Ability to document new issues, solutions, and customer-facing guides
Proactive in recommending tools, process changes, and automations
Ability to serve as an escalation point for complex issues
Experience in ensuring clarity, professionalism, and empathy in communication
Ability to track and report KPIs and operational metrics
Experience in scheduling, time-tracking, PTO coordination, and coverage planning
Participation in hiring processes for Tier 1 technicians
Benefits
Medical, Dental and Vision insurance (among other plans)
Competitive 401(k) matching program
Career growth opportunities
Employee referral program
Paid time off and holidays
Parental leave
FCG University learning and training platform available to all employees offering over 80k courses
Company
Flow Control Group
Flow Control Group is a leading solutions provider focused on technically oriented products and services for the flow control, fluid handling and process & industrial automation sectors with locations throughout the U.S.
Founded in 2014
1001-5000 employees
H1B Sponsorship
Flow Control Group 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)
Funding
Current Stage
Late StageTotal Funding
unknown2021-02-17Acquired
Leadership Team
David Patterson
Executive Chairman
Recent News
Company data provided by crunchbase