Job Description

LTC Technologies - Technical Support Supervisor Job Description

Position: Technical Support Supervisor

Position Summary:

The Technical Support Supervisor plays a key hands-on leadership role in the LTC Technologies Support Department. This position ensures that daily ticket flow runs smoothly, escalations are handled efficiently, and technicians are supported to deliver timely, high-quality service to clients in the healthcare and nursing home sector.

Key Responsibilities:

• Oversee daily operations of the technical support team to ensure prompt ticket response and resolution.
• Act as an escalation point for Level 1–3 technicians and assist with complex troubleshooting when needed.
• Take ownership of low-level tickets to prevent backlogs and ensure service-level agreements are met.
• Monitor team workload, prioritize urgent issues, and balance ticket assignments across technicians.
• Collaborate closely with the Director of Technical Support on process improvements and training initiatives.
• Review and maintain documentation for recurring technical procedures and known issues.
• Coordinate with the Ticketing Coordinator to ensure efficient triage and communication with other departments.
• Support the dispatching of third-party onsite techs and manage replacement part requests when necessary.

Key Performance Indicators (KPIs):

• Average ticket response and resolution time within defined SLAs.
• Reduction in open ticket backlog month-over-month.
• Percentage of tickets resolved without escalation to the Director.
• Team productivity and client satisfaction ratings.
• Accuracy and completeness of support documentation.

Required Skills & Experience:

• 5+ years in IT or telecom technical support, with at least 2 years in a supervisory or senior technician role.
• Strong troubleshooting and diagnostic abilities across network, ISP, and VoIP systems.
• Experience with ticketing systems (e.g., Zoho Desk, Zendesk, or equivalent).
• Excellent communication and time management skills.
• Ability to multitask, delegate, and lead under pressure in a fast-paced support environment.
• Familiarity with healthcare facility IT environments is a strong plus.