Technical Support Team Lead in Nashville
6 days ago
DYOPATH, a renowned Managed Service Provider (MSP), aims to empower organizations by delivering trusted IT solutions. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. We're passionate, fun, creative, and courageous in our communications.
We believe in creating an environment where individuals can grow and feel empowered at work. This is reflected in our award-winning culture, which has earned us the title of 'Great Place to Work' for four consecutive years.
As a key member of our team, you will play a vital role in ensuring clients receive high-quality technical support and that our service desk operates efficiently and effectively.
Key Responsibilities- Service Level Management: Define and maintain service level agreements (SLAs) for service desk support to guarantee timely and effective resolution of technical issues reported by end-users.
- Tech Documentation: Develop and maintain technical documentation related to service desk support processes, ensuring seamless knowledge transfer within the team.
- Team Management: Manage service desk budgets, including the procurement and maintenance of tools and software, while leading a team of service desk analysts and supervisors through hiring, training, and performance management.
In this role, you will have the opportunity to develop and implement service desk policies and procedures, as well as lead and participate in cross-functional projects related to service desk support and service delivery.
Requirements- Experience: 5+ years in technical support, preferably in a service desk environment.
- Leadership Role: 5+ years of experience in a management or leadership position.
- Problem-Solving Skills: Strong problem-solving skills and the ability to diagnose and resolve complex technical issues.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to work in a fast-paced environment and manage multiple priorities.
- Compensation: $65,000 annually.
- Benefits: Comprehensive benefits package, including medical, dental, prescription, vision, life, and disability insurance, as well as flexible spending account (FSA) and health savings account (HSA).
- Growth Opportunities: Continuous learning and development programs, employee referral programs, pet insurance plans, and opportunities for growth and advancement.
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