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.
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.
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
Location: India
Employment Type: Full-Time
We are looking for an experienced and customer-focused Supervisor – Managed Services to lead a team of Support Analysts delivering world-class technical support to our Managed Services clients.
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.
Key ResponsibilitiesTeam Leadership- Lead, coach, and mentor a team of Support Analysts.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
- Identify training needs and support the technical and professional development of team members.
- Participate in hiring, onboarding, and performance management activities.
- Foster a collaborative, customer-centric, and high-performing team culture.
- Oversee daily support operations across phone (ACD), ticketing, and customer support channels.
- Ensure timely resolution of incidents and service requests while meeting SLA commitments.
- Handle complex technical issues and customer escalations.
- Collaborate with Managed Services teams and external clients to resolve critical incidents.
- Assist the Service Delivery Manager with scheduling and ensuring adequate support coverage.
- Develop and continuously improve support processes, procedures, and escalation standards.
- Perform regular quality audits of customer calls and support tickets.
- Ensure accurate documentation of incidents, troubleshooting activities, and resolutions.
- Review and create Knowledge Base articles and technical documentation.
- Drive continuous improvement initiatives to enhance operational efficiency.
- Deliver exceptional customer service and promote a customer-first culture.
- Provide technical guidance and troubleshooting support to team members.
- Act as the escalation point for high-priority customer issues.
- Build strong relationships with internal stakeholders and external customers.
- Associate Degree (2-year degree) or equivalent work experience.
- 2–5 years of experience in a Help Desk, Service Desk, Technical Support, or Managed Services environment.
- Minimum 1–2 years supporting end users in a reactive IT support environment.
- Prior Team Lead or Supervisory experience is highly preferred.
- Experience supporting enterprise customers is an added advantage.
- Strong leadership and people management skills.
- Excellent troubleshooting and analytical abilities.
- Outstanding verbal and written communication skills.
- Customer-focused with a strong sense of ownership.
- Experience working in a fast-paced, high-volume support environment.
- Knowledge of ITSM/ticketing systems and call tracking tools.
- Experience with Knowledge Base management and documentation.
- Ability to prioritize multiple tasks while maintaining service quality.
- Strong organizational and problem-solving skills.
- Previous experience leading Service Desk or Managed Services teams.
- ITIL Foundation Certification is a plus.
- Experience with quality audits and process improvement initiatives.
- Exposure to multi-client Managed Services environments
Apply Now
If you're passionate about leading technical support teams and delivering exceptional customer experiences, we'd love to hear from you!
📧 Please share your updated resume with [email protected]
Join us and be part of a team that's committed to delivering excellence every day.
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”).
View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/
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 @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [email protected] .
Skills Required
- Associate Degree (2-year degree) or equivalent work experience
- 2-5 years experience in Help Desk, Service Desk, Technical Support, or Managed Services
- Minimum 1-2 years supporting end users in a reactive IT support environment
- Prior Team Lead or Supervisory experience
- Experience supporting enterprise customers
- Strong leadership and people management skills
- Excellent troubleshooting and analytical abilities
- Outstanding verbal and written communication skills
- Customer-focused with a strong sense of ownership
- Experience working in a fast-paced, high-volume support environment
- Knowledge of ITSM/ticketing systems and call tracking tools
- Experience with Knowledge Base management and documentation
- Ability to prioritize multiple tasks while maintaining service quality
- Strong organizational and problem-solving skills
- Previous experience leading Service Desk or Managed Services teams
- ITIL Foundation Certification
- Experience with quality audits and process improvement initiatives
- Exposure to multi-client Managed Services environments
New Era Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about New Era Technology and has not been reviewed or approved by New Era Technology.
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Leave & Time Off Breadth — Time off is positioned as generous, with multiple sources pointing to roughly four weeks of PTO up front or ~28–29 days including company holidays in some U.S. roles. Time away is also described as straightforward to use and sometimes viewed as a meaningful offset to weaker cash compensation.
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Strong & Reliable Incentives — Earnings upside appears stronger in certain sales and account roles where on‑target earnings can be attractive when performance is high. Variable pay can materially lift total compensation in these roles relative to positions with mostly fixed pay.
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Flexible Benefits — Flexible work arrangements such as remote and hybrid options are commonly highlighted as part of the overall rewards experience. Flexible Spending Accounts (e.g., medical, dependent care, commuter transit) are also referenced as available in at least some contexts.
New Era Technology Insights
What We Do
New Era Technology is a global managed technology service provider. New Era serves as a trusted adviser to more than 14,500 customers worldwide. Customers rely on New Era’s seamless blend of solutions that securely connect people, places, and information in a rapidly changing digital world. New Era has offices in the Americas, the United Kingdom, APAC, and Europe. New Era provides solutions and services to diverse industries including Global Enterprise, Banking & Finance, Smart Buildings & IoT, Healthcare, Education, and Government. Solutions and Services: • Collaboration & Unified Communications • Data Networking • Digital Transformation • SecureBlu Security Services • CloudBlu Cloud Services • Physical Security & Life Safety • Managed Services • Professional Services
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