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Senior Technical Support Team Lead
2 weeks ago
A talented technical leader is sought to oversee a team of skilled support engineers delivering remote technical support in a solutions-focused environment.
- Oversee, recruit, interview, hire, coach, and mentor a high-performing team of support engineers.
- Foster a healthy, inclusive, and supportive work environment that promotes collaboration and growth.
- Align departmental objectives with company-wide initiatives to enhance reliability, minimize faults, reduce incident resolution times, and drive lasting solutions.
- Identify challenges, develop solutions, and drive continuous improvement in processes and team performance.
- Manage employee performance and team systems, identify trends, and recommend improvements to drive operational excellence.
- Support critical escalations: act as an escalation point and incident manager during high-severity events, ensuring timely and effective resolution.
The ideal candidate will have:
- 2+ years of management or team leadership experience in a complex technical support environment from medium to large enterprise.
- 3+ years of hands-on technical engineering experience in fields such as systems administration, networking, robotics, or software support.
- Proven track record in the design, implementation, and optimization of metrics, KPIs, and SLAs within a large enterprise setting.
- Experience leading high-severity incident restoration efforts as a technical lead or Incident Manager.
