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Supervisor - Technical Support Center

Job ID R25_0000008845 Address 550 Speedway Dr, ENON, Ohio, 45323, United States Location Enon, Ohio

Job Summary:

The Supervisor – Technical Support Center is responsible for the day-to-day leadership and performance management of a frontline support team within the Technical Support Center. This role ensures team members are effectively supporting internal customers, maintaining service excellence, and meeting defined service levels.

Supervisors provide coaching, real-time support, and development opportunities to drive performance, first contact resolution, and professional growth. They oversee ticket and call queue activity, manage escalations, and ensure that their team follows standard operating procedures, documentation standards, and customer service best practices.

In addition to daily operational oversight, Supervisors are key partners in process improvement efforts, cross-functional collaboration, and driving a culture of accountability, customer obsession, and continuous improvement. They work closely with peers, coordinators, and leadership to support departmental goals and ensure an exceptional experience for all end users.

Key Duties and Responsibilities:

+ Lead, coach, and support team members to achieve performance goals and deliver excellent service to internal customers.

+ Monitor ticket and call queues to maintain SLA compliance and ensure timely incident resolution.

+ Conduct performance check-ins and provide real-time coaching to support growth and accountability.

+ Manage escalations and assist with resolving complex or high-impact issues.

+ Ensure accurate documentation and adherence to troubleshooting procedures and knowledge base usage.

+ Partner with Coordinators to ensure effective shift handovers, balanced workloads, and queue flow.

+ Collaborate with Tier 2 teams and leadership on continuous improvement of support processes.

+ Provide clear, timely communication to the team regarding updates, incidents, and departmental priorities.

+ Support onboarding and ongoing training of new and existing team members.

+ Support additional duties, projects, or assignments as directed by the management team to meet department and organizational goals.

+ Assist in the recruitment process by evaluating candidates, conducting interviews, and collaborating with HR to select individuals who align with the team's needs and organizational objectives

Education and Experience:

+ Education: Associates/2 Yr Degree

+ Years of Relevant Work Experience: 3+ years

Specific Knowledge and Skills:

+ Strong ability to lead and develop support staff, provide constructive feedback, and foster a high-performance, customer-focused team culture.

+ Solid understanding of help desk operations, ticket management systems, and troubleshooting processes for end-user technologies (hardware, software, network, point-of-sale systems, etc.).

+ Skilled in managing workload distribution, prioritizing incidents, and monitoring real-time performance metrics to meet service level expectations.

+ Ability to analyze data, identify trends, and make informed decisions quickly—especially under pressure or during escalated situations.

+ Excellent verbal and written communication skills, with the ability to relay technical information clearly to non-technical users and leadership.

+ Experience identifying inefficiencies and contributing to process changes, SOPs, or training to enhance team performance and reduce incident volume.

+ Deep commitment to delivering exceptional internal customer service and building positive working relationships across departments.

+ Skilled in navigating escalations, coordinating across teams, and maintaining professionalism and calm during major incidents or outages.

+ Proficient in ITSM tools (e.g., ServiceNow, Remedy), collaboration platforms (e.g., Teams, Slack), and common enterprise applications (e.g., Microsoft 365).

+ Ability to support knowledge base maintenance and contribute to training programs that reinforce best practices and consistency.

+ Available to work a variety of shifts, including, second and third shift , weekends and holidays; understands the staffing expectations of working in a 24/7/ 365 days a year department .

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link (https://tbcdn.talentbrew.com/company/7/pdf-link-storage/7-Eleven\_US\_Benefits\_Summary\_2025.pdf) .