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Technical Support Team Leader

2 months ago

Schaumburg, Illinois, United States Solution Partners, Inc. Full time

Position Overview:

We are looking for a skilled Technical Support Team Leader to manage our client’s IT support team and ensure outstanding user assistance. The ideal candidate will possess a robust technical foundation, exceptional communication abilities, and effective team management skills. The Technical Support Team Leader will be tasked with overseeing support inquiries, directing the Help Desk, staffing, billing processes, performance evaluations, and acting as the Autotask Administrator.

Key Responsibilities:

Oversee Support Inquiries:

  • Delegate support tickets to Engineers as necessary
  • Engage with clients via email and/or phone to clarify issues and requirements
  • Escalate complex support matters to Senior Management and team members as required

Direct Help Desk Operations:

  • Establish and uphold formal procedures for consistency and enhanced productivity
  • Adopt strategies to boost first call resolution rates, manage customer perceptions, and foster strong internal relationships
  • Communicate Key Performance Indicators to Engineers and manage performance accordingly

Staffing and Development:

  • Build a competent Engineering team through effective hiring and training practices
  • Guide and inspire Engineering team members
  • Formulate plans to align staff's technological knowledge with company objectives

Billing Management:

  • Generate billing detail reports for Accounting related to monthly IT Services and MAC billing
  • Compile and submit project billing to Accounting upon project completion

Performance Reviews:

  • Plan and execute annual performance evaluations for technical staff
  • Administer disciplinary actions, salary adjustments, and promotions as necessary

Autotask Administration:

  • Manage system users and their access levels
  • Continuously enhance knowledge of Autotask software and its functionalities

Job Requirements:

  • Education/Experience:
  • Prior experience in Help Desk and personnel management
  • Comprehensive knowledge of IT Services

Essential Skills:

  • Strong technical expertise
  • Proficiency in Autotask
  • Excellent communication skills
  • Capability to effectively manage and develop a team

Special Considerations:

  • May require on-call responsibilities and occasional travel (10-15%)