Flow Control Group · 11 hours ago
Help Desk Supervisor
Flow Control Group, 3915 Shopton Road, Charlotte, North Carolina, United States of America
Full-time
Onsite
Mid LevelFlow Control Group is a leading provider of fluid handling, process, and industrial automation solutions across North America. The Help Desk Supervisor oversees the daily operations of 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
Ability to maintain operational excellence in a fast-paced environment
Experience in coaching and developing team members
Knowledge of ITIL best practices
Ability to monitor performance and optimize processes
Experience in managing ticket queues and ensuring SLA compliance
Ability to provide constructive feedback and targeted coaching
Experience in tracking individual and team performance metrics
Ability to identify trends and opportunities for improvement
Experience in customer service and handling escalations
Ability to communicate with clarity, professionalism, and empathy
Experience in reporting and administration tasks
Ability to assist with scheduling and coverage planning
Experience in participating in hiring processes
Benefits
Medical, Dental and Vision insurance
Competitive 401(k) matching program
Career growth opportunities
Employee referral program
Paid time off and holidays
Parental leave
FCG University learning and training platform
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