Technical Support Supervisor

OneCloud Corporation is seeking a Technical Support Supervisor to lead the Support Center across UCaaS and CCaaS solutions in Charlotte, NC (onsite). In this role, you will guide a team of Level I and Level II technicians, own ticket queue operations end to end, and provide technical escalation and coaching while supporting reliable service delivery across live phone and web chat channels.

What you will own

• Run daily ticket queue operations, ensuring each active case has the right owner, priority, status, and documented next step.
• Perform ticket triage for incoming requests, including priority assignment using the Priority Matrix SOP and assignment based on technician skill, account familiarity, and workload.
• Monitor live inbound call and web chat channels to maintain technician availability, schedule adherence, and timely customer responses.
• Review open and pending cases at least daily, following up with technicians and re-assigning or escalating to drive resolution while enforcing SLA/SLO adherence, intervening on at-risk cases before breaches.
• Coordinate service dispatches from support operations and manage operational vendor escalations, ensuring vendor ticket references are recorded in the OneCloud ticket.

Quality, coaching, and service metrics

• Track team performance against service metrics, including SLA attainment, first contact resolution, and customer satisfaction, and provide regular updates to your manager on performance, trends, and improvement initiatives.
• Oversee process changes, identified problems, and configuration standards.
• Serve as a technical escalation point for technicians on complex issues involving device registration and provisioning, call routing, and call quality.
• Provide hands-on technical guidance during active cases to strengthen troubleshooting skills through live case work.
• Own the case quality assurance process by reviewing completed cases against documentation and handling standards before closure, ensuring accurate root cause is identified and documented with diagnostic state captured prior to remediation.
• Review escalation notes for completeness before a case advances to a higher tier, returning insufficient notes to the technician for revision.

Operational improvement and internal enablement

• Identify recurring incidents and trends, distinguish incidents from underlying problems, and raise known errors to your manager and Engineering with supporting data.
• Flag cases requiring coaching, correction, or recognition, documenting findings in the appropriate management or HR system of record.
• Coordinate training and cross-training so technicians are equipped for their tier and the team builds bench depth, while contributing to SOP development and revision.
• Coordinate creation and maintenance of internal knowledge base articles, keeping them current and converting resolved cases with reusable value into documentation.
• Maintain customer configuration and account documentation sufficient to demonstrate accountability and establish fault boundaries.

Leading the team

• Supervise assigned Level I and Level II technicians, aligning daily activity with department and organizational goals.
• Provide ongoing coaching, feedback, and mentorship, documenting sessions and holding regular 1:1s with each direct report.
• Complete annual performance evaluations for direct reports.
• Escalate formal disciplinary matters, performance improvement plans, corrective action, and hiring decisions to your manager (no independent disciplinary or hiring authority).
• Participate in and provide input on candidate interviews as needed.

Requirements

• Proven ability to lead and supervise support technicians with strong interpersonal skills for coaching, motivation, and accountability.
• Experience managing a live support queue, including inbound phone and chat channels, against metrics such as SLA, first contact resolution, and customer satisfaction.
• Proven ability to manage incidents, service requests, and escalations through resolution.
• Working knowledge of VoIP and networking fundamentals, including SIP, device registration and provisioning, call routing, and call quality troubleshooting.
• Exceptional oral and written communication skills with the ability to engage customers and senior leadership.
• Excellent organizational and time management skills, with strong prioritization in a live queue and disciplined documentation habits.
• Preferred: experience with SIP trace and packet capture analysis, SIP trunking, QoS, firewall/NAT traversal, or multi-tenant hosted PBX platforms.
• Preferred: experience in Telecom, MSP, or Help Desk environments; familiarity with ITIL/ITSM concepts and helpdesk ticketing and reporting tools.
• Preferred: industry certifications such as CompTIA Network+, CCNA, or VoIP vendor certifications.
• Occasional travel to customer locations.
• Willingness to participate in the support management on-call rotation (tertiary on-call) in one-month increments, currently about four months per year, and to work after hours as needed.
• Ability to occasionally lift up to 50 pounds for transporting or installing equipment during service dispatches.
• Must be at least 21 years of age with a valid driver’s license and clean driving record per OneCloud’s vehicle insurance policy.
• Education: Bachelor’s degree in a related field (Information Technology, Computer Technology) or Business Management/Administration, or equivalent experience.
• Experience: 2+ years in a technical support organization, preferably in a UCaaS or CCaaS environment; 1+ years in a lead or supervisory capacity.

Technologies you will work with

• UCaaS, CCaaS
• VoIP, SIP
• SIP trace, packet capture analysis
• SIP trunking, QoS
• Firewall/NAT traversal
• Multi-tenant hosted PBX platforms
• ITIL/ITSM, helpdesk ticketing and reporting tools