Support Supervisor

The Tech Support Supervisor is responsible for overseeing the daily operations of Remprex Tech Support, ensuring the effective delivery of technical support services for Automated Gate Systems (AGS) and associated technologies at intermodal terminals, automotive facilities, and depots.

This role provides direct supervision, guidance, and technical leadership to Support Technicians while ensuring that reported issues are properly prioritized, investigated, resolved, and escalated in accordance with established policies and service expectations.

The Support Supervisor is responsible for monitoring team performance, maintaining operational efficiency, coordinating resources, and identifying opportunities for process improvement. The position requires strong technical expertise, leadership capabilities, and effective communication skills to support REMPREX clients, internal teams, and external vendors.

Essential Duties & Responsibilities:

• Supervise the daily activities of Support Technicians, ensuring appropriate workload distribution, task prioritization, and timely issue resolution.
• Provide technical guidance, coaching, and mentorship to Support Technicians.
• Oversee the onboarding and training of new Support Technicians.
• Identify employee training needs and coordinate ongoing professional development.
• Monitor individual and team performance, providing constructive feedback and identifying opportunities for improvement.
• Promote accountability, teamwork, and adherence to departmental policies and procedures.
• Assist the Sr. Manager of Tech Support with employee performance evaluations and personnel-related matters.
• Coordinate shift coverage and scheduling to maintain adequate support during operational hours.  Shift coverage is a requirement in the event a shift can’t be covered.
• Serve as the primary point of escalation for Support Technicians requiring additional technical or operational assistance.
• Monitor incoming support notifications and ensure that incidents are appropriately triaged and prioritized based on urgency, severity, and operational impact.
• Oversee the creation, management, and resolution of tickets within the Global Monitoring System (GMS).
• Monitor open tickets to ensure timely resolution, appropriate follow-up, and compliance with established service expectations.
• Provide technical assistance and direction for complex hardware, software, network, and system-related issues.
• Coordinate the escalation of critical incidents to the appropriate internal teams, management, or external vendors.
• Monitor recurring incidents and identify opportunities for corrective action and long-term resolution.

• Oversee preventative maintenance activities to maintain system reliability and minimize operational disruptions.
• Ensure proper shift change procedures and effective communication of outstanding issues between shifts.
• Assist with critical incidents and provide direct technical support when operationally necessary.
• Serve as a point of contact for escalating client concerns and operational support issues.
• Maintain effective working relationships with Remprex clients, internal departments, and external service providers.
• Ensure that Support Technicians deliver professional, courteous, and consistent customer service.
• Communicate critical incidents, operational disruptions, and resolution progress to the Sr. Manager of Tech Support and other appropriate stakeholders.
• Provide accurate and timely updates regarding site status, outstanding issues, and operational challenges.
• Assist in addressing client concerns and ensuring appropriate follow-up through issue resolution.
• Collaborate with internal and external technical teams to coordinate troubleshooting efforts and implement effective solutions.
• Monitor team performance, ticket activity, response times, and resolution trends to evaluate operational effectiveness.
• Ensure the accuracy, completeness, and timely submission of GMS tickets, shift updates, scorecards, and other required documentation.
• Ensure Support Technicians comply with established recordkeeping and time-reporting requirements.
• Provide regular updates to the Sr. Manager of Tech Support regarding team performance, site operations, and outstanding challenges.
• Monitor adherence to established service-level agreements (SLAs), where applicable, and departmental performance expectations.
• Assist in developing and maintaining performance metrics to support operational accountability.
• Identify opportunities to improve support procedures, operational efficiency, and service delivery.
• Develop, maintain, and enforce standard operating procedures (SOPs) and departmental best practices.
• Ensure troubleshooting procedures, technical documentation, and resolution processes are accurate and accessible.
• Collaborate with the Sr. Manager and Director of Tech Support to implement process improvements and operational initiatives.
• Evaluate recurring technical and operational challenges and recommend preventative measures.
• Promote consistency in troubleshooting, documentation, escalation, and incident resolution across the support team.

Qualifications

Required:

• Associate’s degree in information technology, computer science, or a related field, or equivalent professional experience.
• 5+ years of experience in technical support, help desk, or IT operations environment.
• 2+ years of experience in a senior technical support, team lead, supervisory, or comparable leadership role.
• Demonstrated experience providing technical guidance, coordinating workloads, and supporting employee development.
• Strong understanding of network and system protocols, including Transmission Control Protocol/Internet Protocol (TCP/IP), Dynamic Host Configuration Protocol (DHCP), Domain Name System (DNS), and Voice over Internet Protocol (VoIP).
• Working knowledge of Microsoft Windows desktop and server operating systems.
• Working knowledge of Microsoft Windows services and technologies, including:
• • Active Directory
  • Internet Information Services (IIS)
  • SQL Server
  • Domain Name System (DNS)
  • Security components
• Proficiency with Microsoft Office Suite and technical support ticketing systems.
• Demonstrated ability to troubleshoot complex hardware, software, and network-related issues.
• Strong leadership, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and make sound decisions in a fast-paced environment.
• Ability to effectively manage escalated incidents and communicate with technical and nontechnical stakeholders.
• Ability to work collaboratively with internal teams, clients, and external vendors.
• Valid Driver's License with a clean Motor Vehicle Record (MVR).
• Ability to obtain and maintain required certifications or proficiencies in the following areas:
• • eRAILSAFE Certification
  • Permanent Employee Registration Card (PERC), applicable to Illinois (IL) only
  • Remprex and Client Safety Rules and Regulations

Preferred:

• Previous experience as a Level II Support Technician or in a comparable senior technical support role.
• Previous supervisory or team leadership experience within an IT Support or operations environment.
• Experience supporting Automated Gate Systems (AGS), intermodal terminal operations, or similar industrial technologies.
• Familiarity with the Global Monitoring System (GMS) or comparable incident management platforms.
• Working knowledge of Linux and Cisco technologies.
• Experience developing standard operating procedures, training materials, and technical documentation.
• Experience monitoring team performance, service-level agreements, and operational support metrics.