Lead Technical Support

Description

Tech Support Lead

(Contract/Managed Service)

Job Summary

We are seeking a highly motivated and experienced technical person to lead our technical

support team. In this role you work closely with our Tech Operations lead, and have day to day

responsibility for our ticketing system, the PD&M Portal, overseeing inventory reporting on

equipment and software, managing a team of contractors, and SLA for responses. This role

requires an experienced manager who can drive our support team to achieve operational

excellence, enhance customer satisfaction, and resolve the day to day technical support needs of

a global organization.

Key Responsibilities

• Ticketing System Management: Oversee the operation of the PD&M Portal, ensuring
  
  
  

efficient ticket handling, resolution, and customer satisfaction.

• Inventory Reporting: Correlate and manage comprehensive reporting on the inventory of
  
  
  

equipment and software, ensuring accuracy and availability.

• Team Management: Lead & direct the day to day work assignments of a team of other
  
  
  

technical support contractors, fostering a culture of continuous improvement and

collaboration.

• SLA Management: Monitor and maintain SLAs, implementing strategies to ensure targets
  
  
  

are met or exceeded.

• Process Improvement: Continuously assess and improve processes and tools used by the
  
  
  

technical support team to increase efficiency and effectiveness.

• Customer Service Excellence: Uphold high standards of customer service, ensuring all
  
  
  

customer issues are resolved in a timely and satisfactory manner. Partner with Tech

Operations lead to solve more complex issues when needed

• Strategic Planning: Participate with Tech Operations lead in strategic planning to improve
  
  
  

technical support operations process and tools, with changing customer needs and traffic

patterns

• Vendor Management: Manage relationships with hardware/software vendors and
  
  
  

contractors to ensure high-quality services and cost-effectiveness.

• Training: Ensure effective onboarding of any new contract team members.
• Reporting and Analysis: Generate and analyze reports on team performance, ticketing
  
  
  

trends, and customer feedback to inform business decisions.

Required Skills And Qualifications

• Has mentored, coached or led others
• Experience de-escalating conflict & resolving complex issues, knows when and how to
  
  
  

escalate as appropriate

• Experienced working across time zones - US and International - as our team is global
• Strong understanding of ticketing systems and inventory management software.
• Demonstrated organizational and prioritization skills
• Proven track record of managing SLAs and improving customer service.
• Excellent leadership and team management skills.
• Strong ability to analyze and solve technical problems using experience and judgment
• Excellent communication and interpersonal skills.
• Experience in process improvement and strategic planning.
• Ability to manage multiple priorities in a fast-paced environment.
  
  
  

Skills

Support, Technical support, Troubleshooting, Desktop, Hardware, mac, jamf, manage, genius

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.