Software Support Team Lead

i3 Verticals • Nashville, TN

22h • Remote

About The Position

Manages and directs day-to-day employee activities of the assigned team and its members.

Requirements

• 1+ year of supervisory and customer service experience.
• Acquired knowledge/education/experience/expertise of supervision, help desk functions, installation of & training in hardware and software, basic accounting skills along with bug creation, basic QC testing and project management skills.
• High School Diploma or GED

Responsibilities

• Schedule/Lead daily standup meetings to review any open blockers/escalations/issues.
• Manage team calendar/approve PTO/ensure adequate coverage of support queues.
• Manage team PTO accounts, and maintain timesheets for any hourly employees.
• Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions with each team member to assess annual goal progress/morale level/career trajectory.
• Communicate with Support Management on a daily/weekly/monthly basis, regarding team goals, continuing education, coaching efforts, and any other items as appropriate.
• Work with Support Manager to fill any open positions on the team.
• Ensure that open support items are handled timely and appropriately, managing all escalations to development or upper-tiered support members.
• Identify any issues on the team that could be impacting productivity and address them appropriately, either through coaching, performance improvement plans, or coordination with Support Management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED