Technical Support Team Lead (Managed Services Provider)

Under general supervision of the IT Services Manager, the Help Desk Team Lead is a key role in delivering ongoing support and small project implementations for our partner customers. The Help Desk Team Lead provides guidance, instruction, training, and leadership skills to inspire their team to perform at their optimum. The goal of the role is to create a cohesive team that works efficiently together to maximize their collective potential.

Primary Responsibilities

· Provide guidance to team for daily operation of the Technical Support Team

o Support the team as needed to achieve daily, weekly, and monthly performance objectives (KPIs)

o Support the team as needed to strengthen knowledge of company systems and processes

· Provides technical guidance, training and leadership to Level I/II Technical Support staff

o Functions as the primary “on-the-floor” resource for aiding and assisting their assigned team in product knowledge and operational processes

· Takes calls and works tickets in high call volume or ticket volume situations

· Provide backup support for your peer Team Lead to ensure the entire Technical Support Team is successful.

· Collaborate with the IT Services Manager to determine project requirements, when necessary, and develop work schedules for the team

· Collaborate with the IT Services Manager and Technical Resource Coordinator for Technical Support work assignments

· Lead weekly operations reviews with the Technical Support Team (Stand-Up meetings)

· Work with management to review aggregated team performance and set new goals

· Provide technical escalation support to Level I/II Technical Support staff and liaison with Level III/IV teams

· Actively support your team members represented on the IT Glue documentation improvement initiative

· Lead by example and support your team members in identifying operational improvement opportunities or risks, galvanizing solutions and formally present to management for review

· Provide feedback and recommendations to Management for Development and maintenance of support policies, standards and procedures

· Participates in panel interviews for new team member candidates and provides recommendations for selection

· Collaborate with Technical Resource Coordinator to manage effective resource scheduling for ongoing support and projects

· Work with Technical Resource Coordinator to provide support for proper ticket triage and callback scheduling

· Maintains knowledge and understanding of central business management system

· Assists in other duties as needed

Management/Supervisory Responsibilities

There are no formal supervision responsibilities with this position.

Job Specific Qualifications/Experience

· Must be able to work after hours and have the flexibility to work when needed to meet the objectives of the team

· Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue

· Strong commitment to providing quality service

· Excellent people skills, organizational skills, general business skills, decision making and

multi-tasking skills

· Experience creating and documenting processes

· Experience with information management

· Technical ability on par with an experienced Support Engineer

Final Candidates Subject to drug/criminal background screenings.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person