Technical Support Team Lead

2 weeks ago


Elkridge, Maryland, United States Thrive Full time
Job Description

Thrive is a technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. We are seeking a highly skilled and experienced Service Delivery Manager to lead our technical support teams in providing excellent customer service and resolving all technical issues.

The ideal candidate will have a solid technical background combined with customer service expertise. A problem-solving attitude with an ability to motivate an engineering team to achieve specific goals is essential for success in this position. The successful candidate will ensure high-quality technical support and increase client satisfaction.

Key Responsibilities
  • Motivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer service
  • Manage Thrive's regional managed services team from a customer service, technical, and career development perspective
  • Ensure managed services team meets or exceeds all service level agreements from Email, Phone, Event, Incident, Problem, and Change Management processes
  • Conduct annual performance reviews for all managed services direct reports
  • Uphold procedural requirements related to prioritization, communication, documentation, and escalations
  • Continually follow best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams and management
  • Escalation point for managed services, customer service, and technical issues
  • Ability to adjust priorities and balance responsibilities in a fast-paced environment
Requirements
  • Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
  • 3-5 years of managerial experience; call center or managed services experience preferred
  • Technical subject matter expert on MSP products as they relate to Thrive's service catalog
  • Experience managing complex projects, clients, partners, and organizations
  • ITIL certification and practice preferred
  • Proven experience managing remote resources and large teams
  • Strong written and verbal communication skills

  • Sales Team Lead

    2 weeks ago


    Elkridge, Maryland, United States DS HOME IMPROVEMENT LLC Full time

    Job DescriptionWe are seeking a Sales Team Lead to oversee and develop a sales team that drives company revenue.Key Responsibilities:Coordinate sales team activities and establish sales territories, quotas, and goals.Analyze sales statistics to identify areas of improvement and track results regularly for business forecasting.Develop and execute innovative...

  • Assistant Manager

    2 months ago


    Elkridge, Maryland, United States Wendy's Full time

    Why Wendy'sQuality is our Recipehere at Wendy's. And like the fresh ingredients that go into our recipes, we want our employees to also be top-notch. Not only do we want you to provide customers with great-tasting food, but also with service that puts a smile on their faces and keeps them coming back for more.As a key member of our restaurant team, you will...


  • Elkridge, Maryland, United States General Dynamics Information Technology Full time

    Job Description:Overview:As a Helpdesk Technician with General Dynamics Information Technology, you will play a critical role in ensuring the smooth operation of our clients' IT systems. Your expertise will be essential in providing technical assistance and support to users, troubleshooting issues, and implementing solutions.Key Responsibilities:Provide...

  • IT Support Specialist

    2 weeks ago


    Elkridge, Maryland, United States General Dynamics Full time

    Job Title: IT Support SpecialistTransform technology into opportunity as an IT Support Specialist with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT, people are our differentiator. As an IT Support Specialist, you will help ensure today is safe and tomorrow is smarter.Key Responsibilities:Provide...


  • Elkridge, Maryland, United States Buchanan Associates Full time

    Job Title: Desktop Support TechnicianWe are seeking a skilled Desktop Support Technician to provide on-site technical support for end users. The primary goal of this role is to diagnose, repair, and support IT hardware and software issues while ensuring optimal end-user satisfaction.Key Responsibilities:• Troubleshoot and repair hardware and software...


  • Elkridge, Maryland, United States Sia Partners Full time

    Job Title: Clinical Pharmacology and Pharmacometrics LeadSia Partners is a leading management consulting firm that offers a unique blend of AI and design capabilities to deliver superior value to our clients. We are seeking a highly skilled Clinical Pharmacology and Pharmacometrics Lead to join our team.Job Summary:The Clinical Pharmacology and...


  • Elkridge, Maryland, United States Sia Partners Full time

    Job Title: Clinical Pharmacology and Pharmacometrics LeadAt Sia Partners, we are seeking a highly skilled Clinical Pharmacology and Pharmacometrics Lead to join our team. As a key member of our organization, you will be responsible for leading the development of computational approaches to address high-priority project development efforts.Key...


  • Elkridge, Maryland, United States Surefire Cyber Full time

    About the RoleSurefire Cyber is seeking a seasoned cybersecurity professional to lead our Digital Forensic and Incident Response team as a Principal Engagement Lead. This full-time remote opportunity offers a competitive salary, excellent benefits, and continuous encouragement to learn and grow.ResponsibilitiesLead and oversee active client-facing incident...


  • Elkridge, Maryland, United States Sargent & Lundy Full time

    Job SummaryAs a Project Lead Electrical Engineer at Sargent & Lundy, you will be responsible for leading a team of engineers and designers in the design and implementation of substation modifications and upgrades. This role requires a strong understanding of power systems and controls engineering, as well as excellent leadership and communication skills.Key...

  • Sales Team Leader

    3 weeks ago


    Elkridge, Maryland, United States J J McDonnell & Co Inc Full time

    Job DescriptionJob Title: Field Sales ManagerJob Summary:The Field Sales Manager is responsible for leading and motivating a team of sales representatives to achieve sales targets and implement marketing strategies. The ideal candidate will have a proven track record of success in sales leadership and a deep understanding of sales and marketing...

  • Associate Team Leader

    3 weeks ago


    Elkridge, Maryland, United States H&R Block Full time

    Job Title: Associate Team LeaderAt H&R Block, we're seeking a motivated and organized Associate Team Leader to support our retail offices during tax season. As a key member of our team, you'll play a vital role in ensuring our clients receive exceptional service and our offices run smoothly.Key Responsibilities:Support the Multi-Unit Team Leader in managing...


  • Elkridge, Maryland, United States Lorien Health Services Full time

    OverviewLorien Health Services is seeking a skilled and compassionate Certified Medication Aide to join our team at Lorien Elkridge. As a Certified Medication Aide, you will play a vital role in ensuring the health and well-being of our patients by administering medications in accordance with policies and procedures.ResponsibilitiesAdminister medications to...


  • Elkridge, Maryland, United States Lorien Health Services Full time

    Geriatric Nursing Assistant OpportunityLorien Health Services is seeking a dedicated and compassionate Geriatric Nursing Assistant to join our team. As a Geriatric Nursing Assistant, you will provide direct care to our patients in accordance with policies and procedures and as directed by the Director of Nursing.Responsibilities:Provide direct care to...


  • Elkridge, Maryland, United States Silver Diner Development, LLC Full time

    We are seeking a highly motivated and friendly individual to join our team as a Restaurant Food Runner/Busser. This role is perfect for someone looking to enter the restaurant industry and gain valuable experience in a fast-paced environment.As a Busser, you will be responsible for supporting the dishwashers and cooks by keeping stations stocked with clean...

  • Sales Team Leader

    3 weeks ago


    Elkridge, Maryland, United States DS HOME IMPROVEMENT LLC Full time

    Job Title: Sales Team LeaderWe are seeking a highly motivated and experienced Sales Team Leader to join our team at DS Home Improvement LLC. As a Sales Team Leader, you will be responsible for driving company revenue by overseeing and developing a sales team.Key Responsibilities:Develop and execute sales strategies to meet and exceed sales targetsLead and...


  • Elkridge, Maryland, United States Sargent & Lundy Full time

    Job Title: Lead Electrical EngineerWe are seeking a highly skilled Lead Electrical Engineer to join our Energy & Industrial Group (EIG) team. As a key member of our project team, you will be responsible for designing, modifying, and analyzing electrical systems for various projects, including existing plant retrofits and new generation installations.Key...


  • Elkridge, Maryland, United States Sargent & Lundy Full time

    Job SummaryWe are seeking a highly skilled Transmission Line Design Engineer to join our team at Sargent & Lundy. As a key member of our Electric Grid Infrastructure Services group, you will be responsible for designing transmission lines in the 69kV to 765kV range, mentoring and training less experienced design team members, and coordinating design...


  • Elkridge, Maryland, United States Microsoft Full time

    Job DescriptionWe are seeking a highly skilled Cloud Solution Architect to join our team at Microsoft. As a Cloud Solution Architect - Enterprise Voice, you will be responsible for designing and implementing cloud-based solutions for enterprise voice systems, leveraging Microsoft Teams and other technologies.Key Responsibilities:Partner with customer...

  • Help Desk Specialist

    3 weeks ago


    Elkridge, Maryland, United States General Dynamics Full time

    Job Title: Help Desk SpecialistJoin General Dynamics Information Technology (GDIT) as a Help Desk Specialist and play a critical role in ensuring the smooth operation of our clients' IT systems.Responsibilities:Provide technical support and assistance to clients via phone, email, and in-person interactions. Troubleshoot and resolve technical issues related...

  • Cleaning Technician

    2 weeks ago


    Elkridge, Maryland, United States SERVPRO Full time

    Job Summary: We are seeking a Cleaning Technician to join our team at SERVPRO Team Holland. As a Cleaning Technician, you will be responsible for providing excellent customer service, leading by example as a team player, and demonstrating multitasking abilities. Responsibilities: Treat clients with empathy and showcase customer service skills for...