TECHNICAL SUPPORT SUPERVISOR-REMOTE

Salary : $65,000-$70,000

Compass Technology is a dedicated internal team for Compass Group delivering enterprise-wide initiatives that support our diverse customer base and enhance our business operations. Our domain encompasses a vast spectrum of opportunities, from hands-on desk support to Cybersecurity, Cloud Engineering, AI, and Modern Application development. We are committed to building robust IT infrastructures, driving digital transformation, and much more. 

Job Summary

The IT Service Desk Supervisor supports Compass Group's corporate and field associates by leading a team that addresses technical needs. Reporting to the Service Desk Director, this role provides hands-on leadership, coaching, and oversight to ensure effective user support and alignment with team goals.

Key Responsibilities

Operational Oversight:
Manage daily technical support operations, ensuring service levels are met and incidents are addressed promptly, especially those indicating broader issues.

Team Leadership & Development:
Supervise and mentor staff, conduct training on troubleshooting and customer service, facilitate cross-training, and lead recruiting efforts. Promote a coaching culture and provide regular feedback.

Strategic Planning & Collaboration:
Align team activities with organizational goals, participate in strategic meetings, and collaborate with IT and business partners to anticipate and meet support needs.

Process Improvement:
Analyze support metrics to identify trends and recommend improvements. Lead documentation efforts and standardize processes to enhance efficiency.

Customer Engagement:
Communicate clearly with users, manage expectations, and ensure timely resolution of issues. Serve as an escalation point for complex problems.

Project & Change Management:
Prepare for projects impacting users, assess business impacts of system changes, and ensure readiness for seasonal support variations.

Documentation & Knowledge Sharing:
Maintain support documentation, promote knowledge sharing, and contribute to budget planning and management.

Role-Specific Duties:

• Collaborate with two other supervisors to ensure consistent support across teams.
• Serve as an escalation point for complex technical issues.
• Maintain and update knowledge base and support documentation.
• Perform additional duties as required.

Qualifications

Typically, 5+ years of experience in: · Technical/end-user computing support. · Coaching and mentoring Service Desk support technicians. · Implementation of user self-service support programs including chat support, knowledge centered service and user experience.

Education

· Bachelor’s degree in Management Information Systems, Computer Science, Computer Information Systems or equivalent combination of education and experience. · ITIL certification highly desired. · MCSA, A+, Network+, Security+ certifications preferred. · HDI Certified Support Center Manager (SCM) certification preferred. · Apple Certified Support Professional (ACSP) preferred. · Project Management experience preferred.

Interpersonal

Skills · Excellent verbal and written communication skills. · Excellent critical thinking and problem-solving skills. · Positive attitude and solutions-oriented thinking. · Superior customer service skills. · Ability to communicate technical concepts to both technical and non-technical audiences. · Ability to work in a fast-paced environment and adapt to chan

Apply to Compass Group today!

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. 

Compass Technology maintains a drug-free workplace.

Applications are accepted on an ongoing basis.

Associates at Corporate are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be p formed Remotely, click here for paid time off benefits information.

Req ID:  1440150

Compass Technology

MARY DICKSON