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Technical Services Lead

2 months ago

Chelmsford, United States firstPRO Full time

The Team Lead, Technical Services will lead and supervise the Technical Services Tier II team with front-line technical support, escalated situations, scheduling, individual coaching and development, conflict resolution, performance management and reviews, team event planning, and other duties as necessary.

What you’ll do here as Team Lead, Technical Services?

  • Coach and supervise a team of Technical Services Engineers with emphasis on training plans and personnel development.
  • Provide help with basic conflict resolution.
  • Provide daily direction and communication to maintain a high level of service in our solutions center.
  • Ensure that calls, chats, and online helpdesk cases are answered in a timely, efficient, and knowledgeable manner. Provide continuous evaluation of processes and procedures.
  • Perform mid-year and end of year assessments for all team members and review with Technical Services Managers.
  • Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers. Manage continuous improvement projects within the solutions center.
  • Gather, present, and analyze performance metrics at the team and individual level.
  • Assign and coordinate work projects as well as develop team member phone support and chat support schedules.
  • Act as the main point of contact for customer escalations to management and assist in resolving the complex technical support inquiries from internal and external stakeholders.
  • Work with the Technical Services Trainers to assist in managing the training initiatives within the support team.
  • Assist in developing training materials to be used internally by the support team, and maintain and update all training materials as needed.
  • Use appropriate judgment in upward communication regarding department or employee concerns.
  • Assist with recruiting efforts and onboarding of new staff.
  • Act as a ‘cultural ambassador’, ensuring that the company and department values are observed and practiced always.

Who are we looking for/Who are you?

  • Demonstrated competency in the following areas:
  • Business Leadership (Strategic Thinking and Implementation, Business Acumen, Leading Change)
  • People Leadership (Developing Self, Developing Others, Building Functional Strength)
  • Organizational Leadership (Developing Team, Enabling Cooperation, Ethical Leadership)
  • Project management skills
  • Flexible and self-motivated
  • Ability to prioritize multiple assignments in a time sensitive environment
  • Fluent in Microsoft Excel
  • Exceptional verbal, written and interpersonal skills
  • Relationship management
  • Driven focus under limited supervision

We'd love to hear that you have/are:

  • Bachelor’s degree in computer science or related IT field OR equivalent experience
  • 5-7 years of professional experience
  • Minimum 2 years’ experience in a technical support environment

Valued but not required skills or experience:

  • Prefer experience in leading or supervising a team or individuals

Prefer experience within the IT and/or security industry