I'm not sure that I found the right settings in the beginning?

The first step of all is this.
1. Customize the default Supervisor access to include the Incident, Service Level Management and if applicable, Request Fulfillment, Problem and Change Management. Adjust the User Timezone, if applicable.
(See: User)

I think I saw something that looked right the first time, but now I cannot find it.
And the default Supervisor "LiveTime Supervisor" is just a "Customer"?

Where do I change it?