SupportDesk & CodingDesk Supervisor

Posted - May 11, 2026

Job Description

The SupportDesk & CodingDesk Supervisor is responsible for overseeing the daily operations of the SupportDesk and CodingDesk teams to ensure accurate, timely, and high-quality service delivery. This role focuses on team supervision, workflow management, invoice coding accuracy, client support coordination, process improvement, and staff development.

Key Responsibilities:

Supervise daily tasks and monitor team performance to ensure work is completed accurately and within required timelines.
Coach and support specialists to improve productivity, quality, and overall performance.
Serve as the escalation point for difficult client concerns, major billing discrepancies, and vendor disputes.
Audit invoice coding, including GL codes, account numbers, cost centers, and related data, to ensure 100% accuracy in the system.
Balance team priorities between handling support tickets and processing daily invoice coding batches.
Monitor departmental email inboxes and assign client requests accordingly.
Train and onboard new hires on processes, systems, and company standards.
Create, update, and organize process documentation and standard operating procedures (SOPs).
Identify opportunities to improve workflow efficiency, turnaround times, and overall operational processes.
Ensure service level agreements (SLAs), Billable Hours target, and internal deadlines are consistently met.
Conduct regular quality assurance reviews and provide corrective feedback when necessary.
Generate and review operational reports related to productivity, accuracy, ticket volumes, and invoice processing.
Coordinate with internal departments, vendors, and clients to resolve issues promptly and professionally.
Assist management in implementing new procedures, tools, and process enhancements.
Maintain proper documentation and tracking of escalated issues and resolutions.
Support scheduling, workload distribution, and resource planning for the team.
Promote a positive, collaborative, and accountable team environment.
Ensure compliance with company policies, financial controls, and client-specific requirements.
Participate in performance evaluations and recommend development plans for team members.
Handle urgent or high-priority requests and ensure timely resolution.

Qualifications & Requirements:

Previous supervisory or team lead experience in support operations.
Strong knowledge of invoice processing, GL coding, account reconciliation, and billing support.
Excellent organizational, analytical, and problem-solving skills.
Strong communication and leadership abilities.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office applications, especially Excel and Outlook.
Experience working with ticketing systems, accounting platforms, or ERP systems is preferred.
High attention to detail and commitment to accuracy.

Preferred Skills

Process improvement and workflow optimization experience.
Ability to train, mentor, and motivate team members effectively.
Strong customer service and conflict resolution skills.
Experience handling high-volume support and invoice processing environments.