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Technical Team Lead

2 months ago

Chelmsford, United States FirstPRO Full time

firstPRO is now accepting resumes for a Technical Team Lead in Chelmsford, MA. This is a direct hire role and mostly onsite.

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.

  • 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.
  • 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