About the Role
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Position Summary
The Senior Technical Support Supervisor is responsible for leading a team of Tier 2 Technical Support Engineers delivering advanced troubleshooting and resolution services across hardware, software, networking, and integrated system environments.
This role combines people leadership, technical oversight, and operational accountability. You will ensure your team delivers high-quality resolutions, meets SLA/KPI targets, and properly manages escalations, while also acting as a technical escalation point and subject matter authority when needed.
You will drive continuous improvement, root cause reduction, and service optimization, working closely with client stakeholders, engineering teams, and internal support functions.
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