Supervisor, IT Call Center - INTERNAL ONLY

BCPS • Towson, MD

23h • Remote

About The Position

Oversees the daily operations of a remote technical support team responsible for assisting end users with technology-related issues. Ensures high‑quality customer service, accurate ticket documentation, effective troubleshooting, and consistent adherence to the Baltimore County Public Schools (BCPS) standards. Provides leadership, coaching, and performance management to call center technicians while maintaining efficient workflows and service-level expectations. Performs other duties as assigned.

Requirements

• Possession of an associate’s degree.
• Five years of experience in technical support of personal computers, operating systems, and software.
• Possession of a valid class C Maryland driver's license or an equivalent is required.
• Ability to supervise and motivate a team of remote Call Center Technicians.
• Ability to plan, coordinate, and review assignments.
• Ability to work with management to research and resolve technology issues.
• Ability to adapt to changes in the field.
• Knowledge of the principles and practices of providing technical support to a large, diverse computer network and its users.
• Knowledge of personal computers, printers, network hardware, software, and operating systems.
• Knowledge of Microsoft applications and operating systems.
• Knowledge of the principles and practices of local and wide-area network administration.
• Skill in communicating effectively.
• Skill in providing customer service and resolving customer service issues.
• Skill in collaborating with clients.
• Skill in communicating complex, technical concepts to clients, non-technical staff, and others.
• Skill in providing training to staff and clients.
• Skill in establishing and maintaining effective working relationships.
• Skill in drafting documentation, reports, correspondence, and other written documents.
• Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment.
• Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components.
• Skill in organization and time management.
• Skill in providing technical assistance, guidance, and training.
• Skill in effectively prioritizing assignments and tasks.
• Citizenship, residency or work VISA in United States required

Nice To Haves

• Supervisory experience in the field of technology is preferred.

Responsibilities

• Oversee day‑to‑day call center operations to ensure timely, professional, and effective support for end users.
• Monitor call queues, ticket volume, and technician workload to maintain service-level agreements (SLAs).
• Coordinate scheduling, coverage, and staffing to support peak demand and minimize wait times.
• Serve as the primary escalation point for complex or unresolved technical issues.
• Provide direct supervision to call center technicians, including coaching, mentoring, and performance evaluations.
• Conduct regular team meetings, training sessions, and skill‑building activities to strengthen technical and customer service capabilities.
• Foster a positive, collaborative, and professional remote work environment.
• Support onboarding and training of new technicians, ensuring familiarity with BCPS systems, processes, and expectations.
• Review technician documentation in the ticketing system for accuracy, completeness, and adherence to standards.
• Analyze call center metrics to identify trends, recurring issues, and opportunities for improvement.
• Develop and refine procedures, knowledge base articles, and troubleshooting workflows to enhance efficiency and service quality.
• Implement quality assurance measures, including call monitoring and ticket audits.
• Ensure proper use of call center software, ticketing systems, remote support tools, and communication platforms.
• Collaborate with IT leadership and other departments to address systemic issues, coordinate updates, and support districtwide technology initiatives.
• Prepare reports on call center performance, technician productivity, and operational challenges.
• Maintain compliance with BCPS policies, data privacy requirements, and technology standards.

Benefits

• BCPS offers a comprehensive benefits program for eligible employees including options for medical plans, dental plans, vision, life insurance, flexible spending accounts, disability coverage, and 403(b)/457 plans.
• Other benefits include paid vacation, paid holiday’s, sick, personal business, and bereavement days, and flexible leave options such as FMLA, sick bank, and board approved leaves.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree