12,681 Support Team Lead jobs in the United States
Technical Support Lead
10261 New York, New York
Profound
Posted 1 day ago
Job Viewed
Job Description
About Profound
Profound is an NYC-based AI startup helping brands measure and improve their visibility in AI platforms such as ChatGPT. We partner with some of the biggest brands and marketing agencies, including companies like MongoDB, Indeed, Mercury, DocuSign, Zapier, Ramp, Rho, Golin, Workable, Mejuri, Eight Sleep, G2, US Bank, Chime, and Clay.
We recently raised a $35 million Series B funding round led by Sequoia Capital, with continued backing from venture capital firms Kleiner Perkins, Khosla Ventures, Saga VC, and South Park Commons, as well as angel investors including Guillermo Rauch (Vercel) and Andrew Karam (Applovin).
Learn more at tryprofound.com.
About the Role
We're looking for a Technical Support Lead to join our growing team. This role is ideal for someone who thrives at the intersection of customer support, technical problem-solving, and product insight. You'll guide customers through onboarding and API integration, field live support requests, and help shape our product by surfacing usability gaps and documentation improvements.
What You'll Do
Profound is an NYC-based AI startup helping brands measure and improve their visibility in AI platforms such as ChatGPT. We partner with some of the biggest brands and marketing agencies, including companies like MongoDB, Indeed, Mercury, DocuSign, Zapier, Ramp, Rho, Golin, Workable, Mejuri, Eight Sleep, G2, US Bank, Chime, and Clay.
We recently raised a $35 million Series B funding round led by Sequoia Capital, with continued backing from venture capital firms Kleiner Perkins, Khosla Ventures, Saga VC, and South Park Commons, as well as angel investors including Guillermo Rauch (Vercel) and Andrew Karam (Applovin).
Learn more at tryprofound.com.
About the Role
We're looking for a Technical Support Lead to join our growing team. This role is ideal for someone who thrives at the intersection of customer support, technical problem-solving, and product insight. You'll guide customers through onboarding and API integration, field live support requests, and help shape our product by surfacing usability gaps and documentation improvements.
What You'll Do
- Lead and mentor Customer Support Representatives, ensuring quality, consistency, and customer-first service.
- Build and maintain clear, accessible documentation (knowledge base, guides, FAQs).
- Manage support workflows for timely resolutions, smooth communication, and effective escalations.
- Partner with Product, Engineering, and Customer Success to resolve issues and amplify customer feedback.
- Track and improve performance metrics (response time, resolution rate, CSAT).
- Oversee onboarding, training, and ongoing development for support team members.
- Act as the point of escalation for complex issues.
- Experience in technical support or customer service with a track record of building strong teams.
- Clear communicator who makes complex information accessible.
- Organized and detail-oriented, yet adaptable in fast-moving environments.
- Skilled mentor who enjoys coaching and developing others.
- Comfortable using data to measure performance and drive improvements.
- Customer advocate passionate about delivering seamless support experiences.
- Experience with CDN, analytics, or dashboarding tools
- Ability to build basic reporting scripts or data visualizations
- Previous contributions to documentation or internal knowledge bases
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0
Technical Support Lead
40201 Louisville, Kentucky
ecoATM
Posted 6 days ago
Job Viewed
Job Description
Company Overview (Who are we? Why should you join us?)
At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 6500+ automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don't have affordable access to the empowerment of the latest mobile technology.
At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.
Our Values and Leadership Behaviors
Position Overview:
Provide support to the entire field of kiosks through CRM tools via phone, email, and portal. The Lead researches difficult/escalated cases to provide next steps and ensure appropriate resolution. Supports front line agents with initial questions or during impromptu management coverage. Process opening and closing reports, while monitoring Salesforce queues.
Key Responsibilities:
Pay Range:
$25.00 - $27.00 per hour
Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 ("CA Pay Transparency Law"). Base pay information is based on market location. Learn more about ecoATM benefits here.
This position may also be eligible for short-term and long-term incentives based on individual and company performance.
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know.
At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 6500+ automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don't have affordable access to the empowerment of the latest mobile technology.
At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.
Our Values and Leadership Behaviors
Position Overview:
Provide support to the entire field of kiosks through CRM tools via phone, email, and portal. The Lead researches difficult/escalated cases to provide next steps and ensure appropriate resolution. Supports front line agents with initial questions or during impromptu management coverage. Process opening and closing reports, while monitoring Salesforce queues.
Key Responsibilities:
- Responsible for managing MS Queues and ensure field services is dispatched in a timely manner
- Ensure that agent utliize time management skills and are available as much as possible
- Must be available to work nights, weekends, holidays as department provides 16 hours a day, 7 days a week support
- High school diploma, GED, or equivalent work experience required
- 3+ years customer service experience to include technical support or call center required
- Experience with ticket tracking software and technical documentation required
- Motivates support agents, monitoring service levels
- Ability to make sound decisions, multitasking, and resolving escalated calls
- Provides feedback on agent performance, and suggestions for process improvements to management
Pay Range:
$25.00 - $27.00 per hour
Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 ("CA Pay Transparency Law"). Base pay information is based on market location. Learn more about ecoATM benefits here.
This position may also be eligible for short-term and long-term incentives based on individual and company performance.
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know.
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1
Technical Support Lead
60290 Chicago, Illinois
Jet Support Services , Inc.
Posted 24 days ago
Job Viewed
Job Description
About JSSI
For more than 35 years, Jet Support Services, Inc. (JSSI) has been the leading independent provider of maintenance support, advisory services, software, and financial tools to the business aviation industry. With 6,000+ aircraft supported by maintenance programs and software platforms, JSSI leverages this wealth of data, scale, and innovation to drive cost savings and provide custom solutions that align to the interests of each client, regardless of make or model. Learn more at jetsupport.com.
JSSI products and services include:
Maintenance Programs. Hourly Cost Maintenance Programs to stabilize maintenance budgets, maximize aircraft availability and enhance residual value.
Parts & Leasing. Experienced product line specialized team who leverages our All-OEM inventory and global vendor relationships and go beyond parts sourcing to find optimal customer solutions.
Software : Traxxall and Conklin & de Decker. Powerful data platforms to help you make more informed decisions, from choosing the right aircraft to tracking your maintenance, inventory, and MRO projects.
Advisory Services. Objective insights and independent technical advice from a global team of technical advisors and ASA-accredited appraisers for virtually any business jet, turboprop or helicopter.
Aviation Capital. Customized asset-based finance solutions for business aviation.
Mission Statement:
The Technical Support Lead will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications.
This individual will demonstrate exceptional customer service and communication skills and a passion for supporting our users and working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.
Essential Duties and Responsibilities:
At JSSI, we are committed to rewarding our team members with competitive and comprehensive compensation packages that reflect their contributions and talent.
For this role, the annual base pay generally ranges from $90,000 to $100,000, with the final offer determined by variable factors including but not limited to market location, job-specific knowledge, skills, education, and experience. In addition, your total rewards package may include an annual discretionary bonus plan, incentive or sales bonus plan, or other form of additional compensation, based on your role.
Additionally, for full-time employees based in the USA, Canada, or the Philippines, we are proud to offer a robust suite of benefits. This ranges from insurance offerings such as medical, dental, vision, retirement savings programs, among others, starting day one of employment. For a full overview of our offerings, visit the JSSI Benefits Page on our company website.
JSSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.
JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.
For more than 35 years, Jet Support Services, Inc. (JSSI) has been the leading independent provider of maintenance support, advisory services, software, and financial tools to the business aviation industry. With 6,000+ aircraft supported by maintenance programs and software platforms, JSSI leverages this wealth of data, scale, and innovation to drive cost savings and provide custom solutions that align to the interests of each client, regardless of make or model. Learn more at jetsupport.com.
JSSI products and services include:
Maintenance Programs. Hourly Cost Maintenance Programs to stabilize maintenance budgets, maximize aircraft availability and enhance residual value.
Parts & Leasing. Experienced product line specialized team who leverages our All-OEM inventory and global vendor relationships and go beyond parts sourcing to find optimal customer solutions.
Software : Traxxall and Conklin & de Decker. Powerful data platforms to help you make more informed decisions, from choosing the right aircraft to tracking your maintenance, inventory, and MRO projects.
Advisory Services. Objective insights and independent technical advice from a global team of technical advisors and ASA-accredited appraisers for virtually any business jet, turboprop or helicopter.
Aviation Capital. Customized asset-based finance solutions for business aviation.
Mission Statement:
The Technical Support Lead will serve as the primary point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications.
This individual will demonstrate exceptional customer service and communication skills and a passion for supporting our users and working with a wide range of technologies. They will possess strong analytical and troubleshooting skills and efficiently prioritize and resolve support requests while completing assigned project work to meet the needs of the business.
Essential Duties and Responsibilities:
- Promptly respond to and resolve tier 1, 2, and 3 end user support requests and log activity in the ticketing system.
- Act as the primary escalation contact for all tech support issues and provide direction and guidance to tech support specialists.
- Provide white glove support for executives, ensuring their technical needs are met with the highest level of service and professionalism
- Set up and support A/V equipment and video conferencing software and run all-hands meetings
- Administer the organization's Microsoft 365 tenant, including Exchange, Teams, SharePoint, OneDrive, and Intune.
- Install, configure, test, maintain, and troubleshoot workstations, peripherals, and networking devices such as firewalls, routers, and switches.
- Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.
- Provide after-hours on-call support as required.
- Maintain hardware and software inventories and ensure Azure Active Directory, on-premises Active Directory, and Intune are kept up to date.
- Procure IT hardware and software application licenses.
- Monitor and respond to security alerts taking remedial action as necessary.
- Create and maintain technical user guides and IT procedures.
- Serve as project lead or technical resource for a variety of IT projects.
- Perform other responsibilities and tasks as assigned.
- Minimum of 4 years' experience providing end user support in a fast-paced corporate environment.
- B.S. in Information Systems or Computer Science, or related field.
- Enjoys interacting with users and solving problems of varying degrees of complexity
- Certifications such as Microsoft 365 Certified Administrator, A+, and CCNA preferred.
- Excellent knowledge of Windows operating systems, especially Windows 11.
- Minimum of two years' experience working in the Microsoft 365 Admin Center, Azure Active Directory, and on premises Active Directory.
- Minimum of two years' experience administering and supporting Microsoft applications such as Outlook, Teams, Excel, Word, SharePoint, and OneDrive.
- Hands-on hardware troubleshooting experience including laptops, desktops, conferencing equipment, printers, and peripherals.
- Experience with diagnostic utilities including Windows task manager, performance monitor, event viewer, and command line utilities.
- Experience resolving issues related to Windows networking including IP addressing, DHCP, DNS, and network interface configuration.
- Experience with computer imaging and package deployment solutions.
- Exceptional customer service orientation.
- Ability to effectively prioritize and execute tasks in high-pressure situations.
- Excellent oral and written communication skills.
- Able to work independently to troubleshoot and resolve a wide range of technical issues.
- Eager to learn and implement new technologies.
- High attention to detail.
- Proven analytical and problem-solving abilities.
- Considers security best practices, business context, and other factors when completing work.
At JSSI, we are committed to rewarding our team members with competitive and comprehensive compensation packages that reflect their contributions and talent.
For this role, the annual base pay generally ranges from $90,000 to $100,000, with the final offer determined by variable factors including but not limited to market location, job-specific knowledge, skills, education, and experience. In addition, your total rewards package may include an annual discretionary bonus plan, incentive or sales bonus plan, or other form of additional compensation, based on your role.
Additionally, for full-time employees based in the USA, Canada, or the Philippines, we are proud to offer a robust suite of benefits. This ranges from insurance offerings such as medical, dental, vision, retirement savings programs, among others, starting day one of employment. For a full overview of our offerings, visit the JSSI Benefits Page on our company website.
JSSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.
JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.
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2
Technical Support Lead
53201 Milwaukee, Wisconsin
$75000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and proactive Technical Support Lead to manage their customer service and IT support operations in **Milwaukee, Wisconsin, US**. This leadership role is crucial for ensuring excellent customer satisfaction by providing timely and effective technical assistance. The Technical Support Lead will be responsible for overseeing a team of support specialists, managing incoming support requests, troubleshooting complex technical issues, and developing support procedures and documentation. You will monitor team performance, provide training and mentorship, and escalate unresolved issues to appropriate departments. Key responsibilities include maintaining the helpdesk system, analyzing support trends to identify recurring problems, and implementing solutions to improve overall service quality. The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, with at least 5 years of experience in technical support, including 2 years in a lead or supervisory role. Strong knowledge of operating systems, hardware, software applications, and networking concepts is essential. Excellent problem-solving, communication, and customer service skills are paramount. This role offers a hybrid work arrangement, balancing remote work flexibility with essential on-site team collaboration and client interaction in **Milwaukee, Wisconsin, US**. Join our client to lead a dedicated team and enhance the technical support experience for their valued customers.
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3
Technical Support Lead
80903 Colorado Springs, Colorado
$70000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing technology solutions provider, is seeking an experienced Technical Support Lead to manage their customer support operations in Colorado Springs, Colorado, US . This role is pivotal in ensuring exceptional customer service and technical assistance for our diverse client base. You will be responsible for leading a team of technical support specialists, overseeing daily operations, developing support strategies, and ensuring timely and effective resolution of customer issues.
Key responsibilities include managing the support ticket queue, providing escalated technical support, training and mentoring support staff, monitoring team performance, implementing best practices for customer service, and collaborating with product development and engineering teams to identify and address recurring issues. You will also be involved in creating and maintaining support documentation, knowledge bases, and FAQs. The ideal candidate possesses a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role, is required. Strong technical aptitude, with experience supporting software applications, hardware, and network issues, is essential. Excellent problem-solving, communication, and interpersonal skills are paramount. Familiarity with CRM systems and ticketing software (e.g., Zendesk, ServiceNow) is highly desirable. This hybrid position allows for a flexible work arrangement, combining essential on-site team collaboration and training with the flexibility of remote work for individual task management and issue resolution.
Key responsibilities include managing the support ticket queue, providing escalated technical support, training and mentoring support staff, monitoring team performance, implementing best practices for customer service, and collaborating with product development and engineering teams to identify and address recurring issues. You will also be involved in creating and maintaining support documentation, knowledge bases, and FAQs. The ideal candidate possesses a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role, is required. Strong technical aptitude, with experience supporting software applications, hardware, and network issues, is essential. Excellent problem-solving, communication, and interpersonal skills are paramount. Familiarity with CRM systems and ticketing software (e.g., Zendesk, ServiceNow) is highly desirable. This hybrid position allows for a flexible work arrangement, combining essential on-site team collaboration and training with the flexibility of remote work for individual task management and issue resolution.
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4
Technical Support Lead
78701 Austin, Texas
$65000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and customer-focused Technical Support Lead to manage their support operations in **Austin, Texas, US**. This role is essential for ensuring exceptional technical assistance and timely resolution of customer issues. The Technical Support Lead will oversee a team of support specialists, providing guidance, training, and performance management. Your responsibilities will include handling escalated customer support tickets, diagnosing and resolving complex technical problems across software and hardware, and maintaining detailed documentation of support cases and solutions. You will also be responsible for developing and refining support processes and procedures to improve efficiency and customer satisfaction. Collaborating with engineering and product teams to provide feedback on product issues and improvements will be a key aspect of this role. The ideal candidate will have a proven background in technical support, strong troubleshooting skills, and excellent leadership capabilities. A deep understanding of customer service principles and a passion for helping users are paramount. Experience with ticketing systems, knowledge bases, and remote support tools is required. You should be able to communicate technical information clearly and effectively to both technical and non-technical audiences. This is an excellent opportunity to lead a dedicated support team and contribute to the overall success of our client's products and services.
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5
Technical Support Lead
53202 Milwaukee, Wisconsin
$80000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced Technical Support Lead to manage and elevate their customer support operations. This role is fully remote, offering the flexibility to work from anywhere in the US. You will be responsible for leading a team of technical support specialists, ensuring prompt and effective resolution of customer issues, and maintaining high levels of customer satisfaction. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and proven leadership experience in a customer service environment. Responsibilities include managing support queues, troubleshooting complex technical problems across various platforms and software applications, and developing support documentation and knowledge base articles. You will also mentor and train support staff, monitor team performance, and implement process improvements to enhance efficiency and service quality.
Key duties involve analyzing support tickets to identify recurring issues and trends, recommending product enhancements or fixes based on customer feedback. You will liaise with engineering and product development teams to communicate customer needs and issues effectively. The Technical Support Lead will also be responsible for developing and implementing best practices for customer communication and issue resolution. Proficiency in CRM systems and ticketing software is essential. This role requires strong organizational skills, the ability to multitask in a fast-paced environment, and a commitment to delivering exceptional customer experiences. Join our remote-first team and make a significant impact on our customer support excellence.
Key duties involve analyzing support tickets to identify recurring issues and trends, recommending product enhancements or fixes based on customer feedback. You will liaise with engineering and product development teams to communicate customer needs and issues effectively. The Technical Support Lead will also be responsible for developing and implementing best practices for customer communication and issue resolution. Proficiency in CRM systems and ticketing software is essential. This role requires strong organizational skills, the ability to multitask in a fast-paced environment, and a commitment to delivering exceptional customer experiences. Join our remote-first team and make a significant impact on our customer support excellence.
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6
Technical Support Lead
92101 Brisas del Mar, California
$75000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing tech firm, is looking for a skilled and proactive Technical Support Lead to join their team in **San Diego, California**. This hybrid role requires you to be present in the office a few days a week, with the flexibility of remote work for the remainder. You will be the go-to expert for our customers, providing advanced technical assistance and guiding a team of support specialists to ensure exceptional service delivery.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a team of technical support specialists, providing guidance, training, and performance feedback.
- Handle escalated customer issues, diagnosing and resolving complex technical problems related to our software and hardware products.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Monitor support ticket queues, ensuring timely and efficient resolution of customer requests.
- Identify recurring technical issues and collaborate with engineering and product teams to implement permanent solutions.
- Analyze support metrics and customer feedback to identify areas for improvement in support processes and product functionality.
- Train new support team members on product knowledge, support procedures, and customer service best practices.
- Contribute to the development and implementation of support policies and procedures.
- Ensure high levels of customer satisfaction by delivering timely, accurate, and empathetic support.
- Manage and maintain support tools and systems, including ticketing systems and remote access software.
- Participate in product testing and provide feedback on usability and potential issues.
- Uphold the company's commitment to excellent customer service.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4-6 years of experience in technical support or IT helpdesk roles, with at least 1-2 years in a leadership or supervisory capacity.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proven ability to lead and motivate a team.
- Customer-focused mindset with a passion for helping others.
- Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
- Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
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7
Technical Support Lead
84111 Salt Lake City, Utah
$70000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Technical Support Lead to manage their remote support operations based in Salt Lake City, Utah . This key role will oversee a team of technical support specialists, ensuring the delivery of exceptional customer service and timely resolution of technical issues. You will be responsible for providing advanced technical assistance, troubleshooting complex software and hardware problems, managing support ticket queues, and developing support documentation and knowledge base articles. The ideal candidate will have a strong technical aptitude, extensive experience in customer support, and proven leadership capabilities. You should be adept at motivating and mentoring a team, establishing efficient support processes, and identifying areas for improvement. Excellent communication skills, both written and verbal, are essential for interacting with customers and team members. Proficiency in CRM and ticketing systems (e.g., Zendesk, ServiceNow) is required. A solid understanding of network troubleshooting, operating systems (Windows, macOS), and common software applications is a must. This is a fully remote position, requiring excellent self-management and communication skills to succeed.
Qualifications:
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven experience troubleshooting software, hardware, and network issues.
- Experience with IT support ticketing systems and remote support tools.
- Strong understanding of Windows and macOS operating systems.
- Excellent customer service and communication skills.
- Ability to lead and motivate a team effectively.
- Strong problem-solving and analytical skills.
- Ability to work independently and manage time effectively in a remote environment.
- Certifications such as CompTIA A+, Network+, or ITIL are a plus.
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8
Technical Support Lead
28201 Charlotte, North Carolina
$75000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
WhatJobs is seeking a dedicated and experienced Technical Support Lead to join our Customer Service & Helpdesk team, based in **Charlotte, North Carolina**. This position offers a hybrid work model, combining remote flexibility with essential in-office collaboration. As the Technical Support Lead, you will be responsible for managing and mentoring a team of technical support specialists, ensuring the delivery of high-quality technical assistance to our customers. Your key responsibilities will include overseeing daily operations of the support desk, troubleshooting complex technical issues, and developing effective support processes and documentation. You will act as an escalation point for challenging customer inquiries, providing timely and accurate resolutions. This role also involves monitoring support metrics, identifying trends in customer issues, and implementing proactive solutions to improve customer satisfaction and reduce ticket volume. You will train and develop support staff, conduct performance reviews, and ensure adherence to service level agreements (SLAs). The ideal candidate will possess strong leadership and interpersonal skills, excellent problem-solving abilities, and a deep understanding of IT support principles and technologies. Experience with helpdesk software and ticketing systems is crucial. A Bachelor's degree in Information Technology, Computer Science, or a related field, with at least 4 years of experience in technical support, including 1-2 years in a lead or supervisory role, is required. Certifications like CompTIA A+ or ITIL are a plus. We offer a competitive salary, benefits package, and opportunities for growth within a supportive team environment.
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