Technical Support Team Lead - Levels 1&2

Technical Support Team Lead – Levels 1&2

In this role you will effectively manage the day-to-day operations for your group by mentoring and promoting collaboration and self-sufficiency. You will be an expert in your team and will be accessible to answer questions and provide situational direction. You will meet your team regularly to discuss KPIs, as well as progress on performance improvement as necessary. You will manage internal and external escalations, engaging appropriate departments for direction or to provide updates. You will analyze existing processes, procedures, systems and KPIs identifying areas for improvement, then guiding or actively participating in projects to drive meaningful change.

Responsibilities

• Ensure that the entire service lifecycle operates effectively, and is supported by the appropriate policies, procedures and standards that implement and enforce best practices, quality, and consistency on behalf of the department.
• Effectively manage and delegate projects that improve processes, procedures, or systems over an evolving lifecycle to drive continued efficiency into the business.
• Oversee day-to-day operations of the team, directing resources as necessary while continually driving efficiencies.
• Mentors all roles in Global Remote Support.
• Process email communications utilizing appropriate email platform, while responding or routing to the appropriate person or teams.
• Dispatch Service Orders to the Field Engineering team once appropriate Action Plan and details have been added to the Service Order.
• Rotating on-call schedule.
• Document and complete regularly scheduled projects.
• Schedules, leads, and participates positively and constructively in team meetings.
• Bi-weekly 1-on-1 meetings with each member of your team to review KPI Goals and Metrics
  
  
  

Basic Qualifications

• GED, high school diploma, or higher.
• Experience working in Technical Support.
• Comprehensive knowledge of processes with an ability to continuously improve.
• Able to work in fast-paced, “no idle time” environment.
• Ability to be productive with minimal supervision; excellent time management skill set.
• Display a strong team culture and leadership mindset, and the willingness to work with your peers.
• Service management excellence, able to manage the most complex and severe service issues, while maintaining positive relationships with internal and external entities.
• Strong understanding of the business and the functions of other departments.
• Excellent understanding of all tools used in the department.
• Mentor to develop team and peers.
• Ability to exceed metrics consistently.
• Complete multiple projects adding value to the department.
• Customer experience focus. Excellent understanding of the business and the functions of other departments.
• Advanced problem resolution skills.
• Strong verbal and written communication skills.
  
  
  

Preferred Qualifications

• Bachelor’s degree or 3rd Level qualification.
• ITIL Foundation