Software Support Team Lead

4 weeks ago


Temple, Texas, United States i3 Verticals Full time
Job Title: Software Support Team Lead

As a key member of our Public Sector team, the Software Support Team Lead will provide leadership and guidance to our technical support team, ensuring the delivery of exceptional customer service and support.

Key Responsibilities:
  • Provide leadership and oversight to the technical support team, ensuring the delivery of high-quality support and maintenance services.
  • Manage the technical support resources to ensure coverage schedules are met and customer satisfaction metrics are continually met.
  • Review client issue entries for timeliness of corrections and escalate if SLAs are not being met.
  • Ensure that technical support team members resolve support requests in accordance with i3 Verticals standards and with minimal customer inconvenience.
  • Manage the technical support tracking system to ensure optimal functionality and performance.
  • Develop and implement long-term strategies for growth and maintenance of the Public Safety Support team.
  • Collaborate with cross-functional departments to resolve issues and provide leadership for the overall direction of the Utilities Support team.
  • Prepare reports and presentations related to department activities, system functionality, staff performance, Service Level Agreements, and Forecasting.
Requirements:
  • 1+ years of experience in a relevant professional IT environment, public safety market, software implementations/projects, or support.
  • Excellent communication (written and oral) and interpersonal skills.
  • High School Diploma or equivalent.


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