Description

Our Mission:

At Human-I-T, we create equitable access to opportunity by providing devices, internet access, digital skills training, and tech support for communities left on the wrong side of the digital divide—while at the same time, empowering businesses and organizations to do good by diverting technology from landfills to protect our planet. We believe access to technology is a right, not a privilege. It’s what allows people to study remotely, apply for jobs, attend telehealth appointments, connect with distant family, or explore new ideas and perspectives. In order to shrink this divide, we make it easy for our partners to do good––join us to create a world where everyone can access opportunities to unlock their full potential.

Job Summary:

The Tech Support Supervisor at Human-I-T will oversee a team of up to 10 Tech Support Associates, ensuring the delivery of high-quality in-person tech support services provided to our recipients and customers. This role requires effective team management, a deep understanding of tech support at all levels, and the ability to maintain a high standard of service delivery in line with our contract with the City of Detroit. 

At Human-I-T, our work environment is dynamic and mission-driven, focused on creating equitable access to opportunities through technology. Our culture is creative, innovative, and collaborative, where continuous improvement and audacious ideas are valued and appreciated. We strongly encourage applications from candidates of all backgrounds because we believe diverse perspectives create an environment where the best ideas rise to the top.

Duties & Responsibilities:

• Team Leadership and Management:

  • Supervise and train Tech Support Associates in providing Level 1, 2, and 3 support services.
  • Ensure all interactions with customers are handled with empathy, efficiency, and in alignment with our mission to shrink the digital divide.
  • Enforce company policies including dress code, time and attendance, ensuring a professional workplace.

• Quality Assurance and Training:

  • Monitor and enhance the quality of tech support provided, initiating ongoing training and development to address emerging tech trends.
  • Ensure that customer interactions are characterized by high engagement and resolution rates.
  • Uphold high standards of customer service and technical accuracy across all interactions.

• Operational Coordination:

  • Coordinate operations across service locations, ensuring a consistent and effective approach to tech support.
  • Manage scheduling and rotations across multiple tech hub locations to ensure consistent support coverage.
  • Manage logistics and resources, including tools and equipment, to facilitate efficient service delivery.
  • Maintain open communication with other departments.

• Reporting and Compliance:

  • Provide regular reports on team performance, operational challenges, and customer satisfaction to senior management.
  • Ensure compliance with all relevant regulations and standards, particularly those related to data security and privacy.

• Other duties as assigned

Qualifications

Education:

• High school degree, GED, or equivalent is required.
• Bachelor’s degree in Information Technology, Business Administration, or a related field preferred.

Experience:

• Proven experience in tech support management or a related field.
• Extensive knowledge of IT support processes and customer service management.

Skills:

• Excellent leadership and organizational skills.
• Strong communication and interpersonal skills to effectively manage both technical staff and non-technical stakeholders.
• Excellent organizational and problem-solving skills.