Technical Support Team Leader

2 weeks ago

Farmington, Michigan, United States LSPedia Inc Full time
Job Overview

Technical Support Team Leader

About the Role

Are you prepared to spearhead our Technical Support team with enthusiasm and creativity? We are in search of an innovative Technical Support Team Leader to oversee support requests, enhance our Knowledge Management system, and guarantee prompt resolution of issues in accordance with service level agreements (SLAs). The ideal candidate is a self-driven professional with a proactive mindset and a commitment to providing outstanding support services. You should be proficient in troubleshooting and problem resolution, possess a comprehensive understanding of IT tools, and demonstrate a steadfast dedication to surpassing customer expectations.

Key Responsibilities:

  • Ticket Management: Effectively oversee support requests from initiation to resolution.
  • SLA Achievement: Consistently fulfill or exceed SLAs for rapid and efficient issue resolution.
  • Communication with Stakeholders: Ensure clear and proactive communication throughout the support request lifecycle.
  • Knowledge Management: Maintain and enhance our Knowledge Management system to ensure it is current and thorough.
  • Process Improvement: Lead initiatives to improve support processes and documentation.
  • Customer-Centric Solutions: Provide solutions that contribute to both customer satisfaction and organizational success.
  • Team Collaboration: Share insights and collaborate with team members to elevate service quality.
  • Technical Knowledge: Act as a subject matter expert or rapidly acquire necessary technical knowledge.
  • Independent and Team-Oriented: Exhibit a strong work ethic, accountability, and the ability to work autonomously while being a collaborative team member.
  • Innovative Thinker: Display curiosity, creativity, and effective research capabilities.

About You

Minimum Qualifications:

  • Experience in IT Support: Demonstrated experience in IT support or a related domain.
  • Proficient Problem Solver: Strong problem-solving abilities with the capacity to manage multiple tasks efficiently.
  • Exceptional Communicator: Outstanding verbal and written communication skills.
  • Technologically Adept: Familiarity with various IT applications and software.
  • Proactive Leadership: Quick to learn and implement new concepts and technologies. Experience in leading a team is essential.

Preferred Qualifications:

  • Certified Professional: Relevant certifications in ITIL, CompTIA, or similar frameworks.

Join us and excel in a dynamic, deadline-oriented environment where your expertise and enthusiasm will be valued.

About LSPedia:

Welcome to LSPedia, a leading global software (SaaS) provider specializing in traceability, compliance, and supply chain solutions, dedicated to empowering the pharmaceutical, healthcare, and food sectors. Recognized as a Top 50 Michigan Company and featured on INC's list of the fastest-growing companies in America, LSPedia exemplifies innovation and excellence.

Our advanced software solutions have gained the trust of major entities in the pharmaceutical and healthcare industries, including notable organizations such as the U.S. Department of Veterans Affairs, Cencora, Cardinal Health, Walmart, Rite Aid, and many others. We take pride in our commitment to delivering unmatched traceability and compliance solutions that set new industry benchmarks.

At LSPedia, we are driven by a passion for innovation and a commitment to excellence. Join our exceptional team as we continue to grow and shape the future of traceability and supply chain solutions. We are actively seeking individuals who share our vision and enthusiasm to contribute to the ongoing success of our dynamic and expanding company. Together, we are transforming industries and creating a more connected, compliant, and efficient future.

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