Supervisor - Managed Services

<div class="content-intro"><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"> </p>

<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.</p>

<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.</p>

<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together</p>

<p> </p></div><p></p>

<h1 class="PDq2pG_selectionAnchorContainer" data-section-id="9251j7" data-start="0" data-end="48">Job Description – Supervisor, Managed Services</h1>

<p data-start="145" data-end="158"></p>

<p class="PDq2pG_selectionAnchorContainer" data-start="53" data-end="105"><strong data-start="53" data-end="66">Location:</strong> India<br data-start="72" data-end="75"><strong data-start="75" data-end="95">Employment Type:</strong> Full-Time</p>

<h3 data-section-id="zmeluu" data-start="107" data-end="125">About the Role</h3>

<p data-start="127" data-end="339">We are looking for an experienced and customer-focused <strong data-start="197" data-end="230">Supervisor – Managed Services</strong> to lead a team of Support Analysts delivering world-class technical support to our Managed Services clients.</p>

<p data-start="341" data-end="685">In this role, you will be responsible for providing day-to-day leadership, mentoring team members, driving operational excellence, managing escalations, improving support processes, and ensuring outstanding customer satisfaction. If you're passionate about people leadership, service delivery, and technical support, we'd love to hear from you.</p>

<hr data-start="687" data-end="690">

<h2 data-section-id="18w7bso" data-start="692" data-end="715">Key Responsibilities</h2>

<h3 data-section-id="t0d55u" data-start="717" data-end="736">Team Leadership</h3>

<ul data-start="737" data-end="1125">

<li data-section-id="6xr8cd" data-start="737" data-end="790">Lead, coach, and mentor a team of Support Analysts.</li>

<li data-section-id="1joaio2" data-start="791" data-end="873">Conduct regular one-on-one meetings, performance reviews, and coaching sessions.</li>

<li data-section-id="195snn5" data-start="874" data-end="971">Identify training needs and support the technical and professional development of team members.</li>

<li data-section-id="1ls5lx2" data-start="972" data-end="1047">Participate in hiring, onboarding, and performance management activities.</li>

<li data-section-id="nmi3ty" data-start="1048" data-end="1125">Foster a collaborative, customer-centric, and high-performing team culture.</li>

</ul>

<h3 data-section-id="12xshpj" data-start="1127" data-end="1147">Service Delivery</h3>

<ul data-start="1148" data-end="1584">

<li data-section-id="1uabu57" data-start="1148" data-end="1244">Oversee daily support operations across phone (ACD), ticketing, and customer support channels.</li>

<li data-section-id="ucbvcy" data-start="1245" data-end="1336">Ensure timely resolution of incidents and service requests while meeting SLA commitments.</li>

<li data-section-id="eict70" data-start="1337" data-end="1396">Handle complex technical issues and customer escalations.</li>

<li data-section-id="d2m926" data-start="1397" data-end="1490">Collaborate with Managed Services teams and external clients to resolve critical incidents.</li>

<li data-section-id="1x8eygx" data-start="1491" data-end="1584">Assist the Service Delivery Manager with scheduling and ensuring adequate support coverage.</li>

</ul>

<h3 data-section-id="1ll5inp" data-start="1586" data-end="1618">Process & Quality Management</h3>

<ul data-start="1619" data-end="2024">

<li data-section-id="1ba00p0" data-start="1619" data-end="1710">Develop and continuously improve support processes, procedures, and escalation standards.</li>

<li data-section-id="aeyaz5" data-start="1711" data-end="1782">Perform regular quality audits of customer calls and support tickets.</li>

<li data-section-id="s49tht" data-start="1783" data-end="1873">Ensure accurate documentation of incidents, troubleshooting activities, and resolutions.</li>

<li data-section-id="j7x615" data-start="1874" data-end="1946">Review and create Knowledge Base articles and technical documentation.</li>

<li data-section-id="82gjwe" data-start="1947" data-end="2024">Drive continuous improvement initiatives to enhance operational efficiency.</li>

</ul>

<h3 data-section-id="13xd7mk" data-start="2026" data-end="2049">Customer Experience</h3>

<ul data-start="2050" data-end="2345">

<li data-section-id="onc02z" data-start="2050" data-end="2126">Deliver exceptional customer service and promote a customer-first culture.</li>

<li data-section-id="1cv0wax" data-start="2127" data-end="2200">Provide technical guidance and troubleshooting support to team members.</li>

<li data-section-id="18ufwvq" data-start="2201" data-end="2265">Act as the escalation point for high-priority customer issues.</li>

<li data-section-id="1demc7n" data-start="2266" data-end="2345">Build strong relationships with internal stakeholders and external customers.</li>

</ul>

<hr data-start="2347" data-end="2350">

<h2 data-section-id="1cpo032" data-start="2352" data-end="2378">Required Qualifications</h2>

<ul data-start="2380" data-end="2765">

<li data-section-id="1pozkdp" data-start="2380" data-end="2445">Associate Degree (2-year degree) or equivalent work experience.</li>

<li data-section-id="7dopq8" data-start="2446" data-end="2553">2–5 years of experience in a Help Desk, Service Desk, Technical Support, or Managed Services environment.</li>

<li data-section-id="1qf4nfo" data-start="2554" data-end="2632">Minimum 1–2 years supporting end users in a reactive IT support environment.</li>

<li data-section-id="1qiffbj" data-start="2633" data-end="2697">Prior Team Lead or Supervisory experience is highly preferred.</li>

<li data-section-id="1f14jqj" data-start="2698" data-end="2765">Experience supporting enterprise customers is an added advantage.</li>

</ul>

<hr data-start="2767" data-end="2770">

<h2 data-section-id="scigvi" data-start="2772" data-end="2790">Required Skills</h2>

<ul data-start="2792" data-end="3326">

<li data-section-id="avnfbp" data-start="2792" data-end="2841">Strong leadership and people management skills.</li>

<li data-section-id="19qkzul" data-start="2842" data-end="2895">Excellent troubleshooting and analytical abilities.</li>

<li data-section-id="1atdahw" data-start="2896" data-end="2950">Outstanding verbal and written communication skills.</li>

<li data-section-id="1vamiom" data-start="2951" data-end="3003">Customer-focused with a strong sense of ownership.</li>

<li data-section-id="oh1gos" data-start="3004" data-end="3074">Experience working in a fast-paced, high-volume support environment.</li>

<li data-section-id="g0aa32" data-start="3075" data-end="3137">Knowledge of ITSM/ticketing systems and call tracking tools.</li>

<li data-section-id="1ngfsvr" data-start="3138" data-end="3200">Experience with Knowledge Base management and documentation.</li>

<li data-section-id="1r9780q" data-start="3201" data-end="3274">Ability to prioritize multiple tasks while maintaining service quality.</li>

<li data-section-id="x5nrre" data-start="3275" data-end="3326">Strong organizational and problem-solving skills.</li>

</ul>

<hr data-start="3328" data-end="3331">

<h2 data-section-id="1a9n6ci" data-start="3333" data-end="3360">Preferred Qualifications</h2>

<ul data-start="3362" data-end="3602">

<li data-section-id="rzvx21" data-start="3362" data-end="3431">Previous experience leading Service Desk or Managed Services teams.</li>

<li data-section-id="8bbuy4" data-start="3432" data-end="3474">ITIL Foundation Certification is a plus.</li>

<li data-section-id="ikcqy6" data-start="3475" data-end="3544">Experience with quality audits and process improvement initiatives.</li>

<li data-section-id="2pff4u" data-start="3545" data-end="3602">Exposure to multi-client Managed Services environments</li>

</ul>

<p> </p>

<p></p>

<h2 class="PDq2pG_selectionAnchorContainer" data-section-id="4upmx3" data-start="3956" data-end="3968">Apply Now</h2>

<p data-start="3970" data-end="4105">If you're passionate about leading technical support teams and delivering exceptional customer experiences, we'd love to hear from you!</p>

<p class="" data-start="4107" data-end="4209">📧 <strong data-start="4110" data-end="4209">Please share your updated resume with <em data-start="4172" data-end="4207"><a class="decorated-link cursor-pointer"></a></em></strong></p>

<p data-start="4278" data-end="4360" data-is-last-node="" data-is-only-node="">Join us and be part of a team that's committed to delivering excellence every day.</p>

<p></p>

<p data-start="145" data-end="158"></p>

<p></p><div class="content-conclusion"><p><span data-teams="true">New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).</span></p>

<p><span data-teams="true">View our Privacy Policy here <a id="menur1e55" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href=" target="_blank"></a><a id="menur1e57" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href=" target="_blank">

<p><span data-teams="true">We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is <strong>@neweratech.com</strong>. If you suspect fraudulent activity, please contact us immediately at <a href="mailto:"></a> . </span></p></div>