NOC Customer Support Supervisor - Fri-Mon 9-7PM CST

Overview   The Supervisor of the Level 2 technical support team is charged with successfully managing the day-to-day operations and employees within the department. The role is responsible for ensuring the team provides a high-quality, efficient response to service incidents. As a departmental leader, this position will be called upon to lead various improvement initiatives, that are focused on improving the customer experience, and create operational efficiencies, that provide operational innovation, and those that enable scale through improved performance standards, process mechanization, and further automation.  Schedule: Friday–Monday, 9:00 AM–7:00 PM CT Schedule may adjust based on coverage requirements and business needs.    Responsibilities   Lead a technical support team to support operational goals, objectives, polices, procedures, and work standards for day-to-day activities.  Day to day management of the shift including but not limited to:   Time Management/ Attendance Tracking  Provide End of Shift Summary Report   Assist with Postmortems and RFOs for Gap   Analysis if applicable  Quality Assurance/ Quality Control  Conduct Shift Meetings/ Debriefs  Floor Supervision/ Management  Coaching/ Corrective Actions  Other duties may be assigned as required.  First line of escalation to aid and guidance for Internal and External clients.  Fostering an environment of continuous improvement to develop staff and team performance through regular feedback and coaching. Motivate staff by setting a positive example of work ethic and attitude to ensure we are providing an excellent customer service experience.  Work directly with employees to regularly communicate personal metrics. Celebrate success and uplift and guide/ those that are struggling.  Partner with the Training Manager and Leadership to identify training needs. Qualifications  BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)  3 years’ experience leading customer-facing Technical Support or Delivery teams focused on Asset Protection services . Proven technical problem solving, process development, and analytical capabilities. Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.  Strong understanding of networking concepts (TCP/IP, routing, switching, VLANs, DNS, DHCP). Experience supporting VoIP technologies, SIP, call routing, and QoS principles. Proven ability to troubleshoot network and VoIP service issues in real time. Familiarity with network monitoring tools, ticketing systems, and incident management practices. Ability to lead technical teams, prioritize tasks, and coordinate escalations. Excellent communication skills for cross-department collaboration and customer updates. Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.   If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process. At Interface, we are on a constant journey of innovation and excellence. We hold ourselves to the highest standards – from the way we run our business, to delivering relentless support to our customers, caring for our employees, and giving back to our communities. Put your talent to work with us – love your job. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations, and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights.  Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.