Technical Support Team Lead

2 days ago


Troy, Michigan, United States Awecomm Full time
About Awecomm

Awecomm is a leading IT services company that delivers exceptional solutions to the small and midsize market. We are a nationally recognized top technology provider and are honored to be a Best & Brightest workplace. Our unique service platform provides complete IT solutions for our clients so they can focus on their core business. We help our clients innovate with technology and process, enabling their growth and success. Our client partnership is central to our shared success.

Our Values

At Awecomm, our values are core to our mission to be passionately supporting 25,000 great people:

  • Be Transparent – open and honest is not optional
  • Be Helpful – enthusiastic, flexible, supportive, and team oriented
  • Be Exceptional – together we can go beyond great, and be exceptional
About the Role

We are seeking a highly skilled and experienced Technical Support Team Lead to join our team. As a Technical Support Team Lead, you will be responsible for leading and assisting the technical support team with core service desk team activities. Some key duties in this role will include:

  • Providing exceptional customer service to clients
  • Leading the technical support team ticket processing to ensure team efficiency and adherence to process and procedures
  • Being a role model in terms of execution of technical support team job responsibilities, including consistent execution of tickets, customer service, etc.
  • Leading and assisting the technical support team with core service desk team activities such as ticket management, troubleshooting hardware and software issues, and escalating issues to the proper team member for resolution
  • Supporting and assisting team members to ensure consistent team success with SLAs and client satisfaction results
  • Optimizing the quality review process and providing feedback to team members on areas for improvement
  • Coaching and mentoring new hires and well as team members advancing to roles within the technical support team (i.e. SME areas, SDEP, Support System Administrator).
  • Assisting Support Services Manager with schedule coordination, process adherence, and quality reviews
  • Leading proactive service initiatives
  • Assisting Support Service Manager in coordinating automation initiatives
  • Assisting with support ticket processing on an as-needed basis
  • Providing support after-hours as part of a team on-call rotation
Requirements

To be successful in this role, you will need to have:

  • Demonstrated passion for technology and client service
  • Excellent communication and writing skills
  • Proven ability to provide exceptional client service
  • Consistent track record of demonstrated ambition with successful results
  • Effective decision-making skills
  • Proficient critical thinking skills
  • Ability and passion to continuously learn new technologies in a fast-paced environment
  • Bachelor's degree or experience in a related field
  • Proven leadership skills including leading team meetings, knowledge transfer to team members, etc.
  • 4+ years of customer service experience
  • Able to identify issues in job processes and improve them; automate processes when needed
  • Demonstrated experience leading successful initiatives/special projects
Why You'll Thrive at Awecomm

You will fit right in if you love to provide exceptional service, work as a team, and love technology. Some key indicators include:

  • Excited to work with the latest technology and cybersecurity solutions
  • Own your experience, and be proud of it
  • Excited and passionate about learning new technology
  • Want to collaborate with others to solve problems and find a better way
  • Always looking to make improvements – continuous improvement focus and really enjoy making an impact
  • Drive and ambition to grow and initiate change
  • Put the needs of others, especially clients, first
  • Excited to come to work every day and help the TEAM succeed
  • Flexible and have a positive attitude
  • Ambition for advancement and your own continuous improvement commitment
  • Career focused – want to grow and prepare for your next role at Awecomm
Additional Reasons to Love Awecomm

We offer a range of benefits and perks that make Awecomm a great place to work:

  • Casual work environment
  • Work with great team members committed to the overall success of the team
  • Fun office events and offsite activities
  • Included 24/7 onsite fitness center
  • Included access to onsite golf simulator
  • Located in the heart of Troy, walking distance to several restaurants
  • Onsite full-service café (when walking outside is not ideal)
  • Office lounge, snacks, and free flavored water and soft drinks
  • Competitive pay and benefits, including 401k Plan with company match
  • Team recognition program – earn points toward swag, gift cards, & more
  • Profit sharing plan – we all share in our collective success
  • Career advancement with free career development


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