Lead Technical Support Specialist

Job Description

Job Description

Description : Overview :

Located on site or Client Location

As a Lead Technical Support Specialist, you will be responsible for overseeing a team of support specialists within a Managed Service Provider (MSP) environment. You will play a crucial role in ensuring the timely and effective resolution of client technical issues, while providing guidance and mentorship to your team. Lead Technical Support Specialists act as a mentor to their teammates and help level up the team.

Responsibilities :

• Team Leadership & Development :
• Provide effective leadership and coaching to a team of IT support specialists.
• Foster a positive and collaborative work environment.
• Develop and implement performance improvement plans for team members.
• Conduct performance bi-weekly touchpoints and provide ongoing feedback.
• Client Management & Service Delivery :
• Oversee the efficient and timely resolution of client IT support requests.
• Ensure adherence to Service Level Agreements (SLAs) and established response times.
• Manages escalation of complex technical issues to appropriate resources.
• Process Improvement & Optimization :
• Implement and maintain efficient support processes to ensure smooth service delivery.
• Continuously analyze and improve service delivery methods.
• Provide recommendations for new tools & technologies.
• Oversite and maintenance of comprehensive knowledge base articles for internal and client use.
• Maintain scheduled meetings with Account Managers and stakeholders to discuss Reporting and Analytics.
• Reporting & Analytics :
• Track and analyze key performance indicators (KPIs) for service delivery.
• Prepare regular reports on team performance and client satisfaction.
• Identify trends and opportunities for improvement.
• Additional Responsibilities :
• Assist with implementation of training plan for new employees.
• Act as an ambassador for our company’s Culture and Values.
• Participate in a 24x7 On-Call Rotation Schedule as needed.

Requirements :

Position requires the ability to lift and move upwards of 50lbs, climb under desks and into network closets to adjust wiring, etc. Ascend and descend multiple flights of stairs several times a day.

Regular onsite client visits are required, including work being performed primarily at one client location. While location(s) are subject to change, this position is required to be an in-person role.

This job description is not intended to be an exhaustive list of all responsibilities, duties, and requirements associated with the position. The company reserves the right to add to, change, or delete any of the above responsibilities at any time.