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.

Location

Keywords

Category

Job Type

Page 1 of 1

Now Hiring – Licensed Therapist (OLP Services) Description: Location: Brooklyn, NY | Flexible hours

We are hiring organization supporting children from single parent homes seeks part time staff

Social Worker-Preventive Family Support Brooklyn, NY Salary: Bachelors Level $54,000-$57,000 Masters

Early Childhood Mental Health Therapist Far Rockaway, NY Salary: $75,000 - $85,000 Ohel’s Early

WE ARE HIRING! OPEN POSITIONS : Per Diem: e Clinicians ($45 - $65/ Per session) - NYS Licensed:

For Candidates

For Employers

Helpful Links

Account

Sign Up For a Newsletter