Technical Support SupervisorNew$356K

At Tlingit Haida Tribal Business Corporation (THTBC), your work goes beyond the job description—it becomes part of a purpose-driven legacy. Our continuous commitment to growth directly contributes to the strength, resilience, and future of the communities we serve.

What you'll do

• Supervise the day-to-day operations of the THTBC Technical Support Center and: provide direct operational leadership to IT Technical Support Analysts supporting THTBC and its subsidiaries.

• Serve as the primary operational escalation point for service desk issues,: customer-impacting incidents, analyst concerns, priority conflicts, and support situations requiring supervisory judgment or coordination.

• Maintain accountability for daily staffing coverage, shift coordination,: workload balancing, queue management, break and leave coverage, and continuity of Technical Support Center operations.

• Participate in and support a 24x7 on-call escalation model, remaining: reachable outside normal business hours for critical incidents, major outages, cybersecurity events, executive-impacting issues, or other urgent business needs.

• Coordinate after-hours response by engaging the appropriate Technical: Support, Systems Engineering, Cybersecurity, networking, application, vendor, or leadership resources based on incident severity and business impact.

• Monitor ticket queues throughout the workday to ensure incidents, service: requests, tasks, and escalations are appropriately categorized, prioritized, assigned, updated, resolved, and closed in accordance with established service-management practices.

What they're looking for

• Review aged, stalled, high-priority, and reopened tickets; identify barriers: to resolution; assign corrective actions; and escalate unresolved dependencies as needed.
• Establish and reinforce clear expectations for ticket ownership,: communication frequency, technical documentation, customer updates, escalation timing, and resolution quality.
• Ensure ticket notes accurately document user impact, troubleshooting: performed, actions taken, resolution, escalation path, and required follow-up so records are complete and auditable.
• Supervise, coach, mentor, and develop Technical Support Analysts through: regular feedback, technical guidance, one-on-one discussions, skills development, and performance improvement activities.