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Support Team Lead

Date Posted: 9/12/2017

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Job Description

Key Accountabilities:
The Support Team Lead is responsible for supporting and empowering a team of Support Technicians to provide excellent customer service by troubleshooting and resolving customer issues to approximately 80 clients. In this role, you are accountable for supervising your team and ensuring quality customer service and accurate ticket resolution that drives customer retention. You will be empowered to leverage the ticketing platform and dashboards to manage ticket assignment and resolution metrics and will perform ticket audits to ensure efficient and effective customer resolution in addition to identifying and delivering team member development and training. You will also serve as a key conduit for customer feedback to the Support Manager in order to enhance our products and services.

Essential Knowledge, Skills, and Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities and be willing to jump in to resolve tickets when customer demand is high.

Responsibilities:

  • Oversee helpdesk support for approximately 80 clients, supervising a team responsible for resolving up to 80 tickets a day through effective ticket assignment, delegation and appropriate escalation. 
  • Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
  • Proactively seek out customer feedback and insights, providing recommendations to the Support Manager and leadership to strengthen the organization's product and service offerings.
  • Embody the brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
  • Seek to overcome challenges and accept failure as an opportunity for improvement.
Support Team Leadership
  • Set clear team schedule, goals and expectations
  • Delegate tasks and set deadlines
  • Utilize ConnectWise to manage team performance and report on metrics
  • Perform regular ticket audits to recognize success and identify opportunities for improvement
  • Participate in the interview process to vet qualified team members
  • Listen to team members' feedback and resolve issues or conflicts in a timely manner.
Talent Development 
  • Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
  • Identify team member development needs and coach accordingly.
  • Collaborate with Support Manager to develop and deploy training.
  • Provide new hire training and participate in 60 & 90 Day Introductory Evaluations.
  • Recognize high performance and reward accomplishments. 
We are an equal opportunity employer.

Job Requirements

Key Accountabilities:
The Support Team Lead is responsible for supporting and empowering a team of Support Technicians to provide excellent customer service by troubleshooting and resolving customer issues to approximately 80 clients. In this role, you are accountable for supervising your team and ensuring quality customer service and accurate ticket resolution that drives customer retention. You will be empowered to leverage the ticketing platform and dashboards to manage ticket assignment and resolution metrics and will perform ticket audits to ensure efficient and effective customer resolution in addition to identifying and delivering team member development and training. You will also serve as a key conduit for customer feedback to the Support Manager in order to enhance our products and services.

Essential Knowledge, Skills, and Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities and be willing to jump in to resolve tickets when customer demand is high.

Responsibilities:
Oversee helpdesk support for approximately 80 clients, supervising a team responsible for resolving up to 80 tickets a day through effective ticket assignment, delegation and appropriate escalation.
Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
Proactively seek out customer feedback and insights, providing recommendations to the Support Manager and leadership to strengthen the organization’s product and service offerings.
Embody the brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
Seek to overcome challenges and accept failure as an opportunity for improvement.
Support Team Leadership
Set clear team schedule, goals and expectations
Delegate tasks and set deadlines
Utilize ConnectWise to manage team performance and report on metrics
Perform regular ticket audits to recognize success and identify opportunities for improvement
Participate in the interview process to vet qualified team members
Listen to team members’ feedback and resolve issues or conflicts in a timely manner.
Talent Development
Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
Identify team member development needs and coach accordingly.
Collaborate with Support Manager to develop and deploy training.
Provide new hire training and participate in 60 & 90 Day Introductory Evaluations.
Recognize high performance and reward accomplishments.
Posted By: jeperez@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Irving, TX
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:9/12/2017
  • Contact: Jessica Perez (972) 638-5493
  • Pay Range: $70,000.00 - $75,000.00 Annually
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Job Reference: JO-1709-9551