Technical Supervisor

Sonora Quest Laboratories is seeking a Technical Supervisor to lead a team supporting critical software and IT solutions. In this role, you will oversee daily technical operations, prioritize and resolve incidents, and ensure high system availability and performance. You'll coordinate software deployments, monitor environments, and enforce best practices in troubleshooting and documentation. The Technical Supervisor will mentor team members, collaborate with cross-functional stakeholders, and drive continuous improvement to enhance reliability, efficiency, and user satisfaction across our technology platforms.

Responsibilities

• Lead and supervise a team of technical specialists supporting software and IT systems.
• Oversee daily technical operations, ticket queues, and incident resolution.
• Coordinate and monitor software deployments, updates, and environment changes.
• Ensure system availability, performance, and adherence to SLAs.
• Implement and refine troubleshooting, documentation, and escalation processes.
• Collaborate with cross-functional teams on technical projects and initiatives.
• Mentor, train, and evaluate team members to support their development.
• Track and report on operational metrics, trends, and improvement opportunities.

Required Skills

• Technical support management
• Incident and problem management
• IT service delivery
• Team leadership and coaching
• Software deployment and maintenance
• System monitoring and troubleshooting
• Ticketing and escalation tools
• Change management
• Performance reporting and KPIs
• Documentation and process improvement