Team Lead, Technical Services

Axis Communications•Chelmsford, MA

1d•$75,000 - $88,000•Onsite

About The Position

We are seeking a highly motivated and experienced Team Lead, Technical Services to join our high-performing team in delivering world-class technical support to both internal and external customers. In this role, you will lead a team responsible for providing exceptional service through telephone, online helpdesk, and live chat, while fostering a culture of innovation and continuous improvement. As a champion of creative problem-solving, you will empower your team to deliver outstanding support solutions that enhance customer and employee satisfaction, contributing to a smarter, safer world and upholding the high standards of Axis Technical Services. Daily operations involve managing technical escalations, collaborating with sales teams, and ensuring customer success. Beyond the core responsibilities of coaching, conflict resolution, and team engagement, expect fun activities like team travel, kickoff events, introductory day trips for lunch, and opportunities to build strong relationships with your colleagues. This is on onsite role based in our Chelmsford, MA office.

Requirements

Demonstrated competency in the following areas (Expectations of Leaders): Business (Business Acumen, Strategic Thinking, Leading Change)
People (Develop Yourself, Develop Others, Build Functional Strengths)
Organization (Develop Teams, Enable Cooperation, Ethical Leadership)
Proven coaching-oriented leadership style including leading through periods of change
Ability to be a leader who empowers others, holds them accountable, and gains satisfaction from others’ success
High level of emotional intelligence, self-awareness, and resiliency
Ability to solve problems and work cross-functionally with other departments to meet team objectives
Proven self-starter with the ability to think strategically
Bachelor’s degree or equivalent experience in computer science or related IT field
5+ years of professional experience in a service or support environment
2+ years of people leadership experience (only for external posting)

Nice To Haves

Experience within the IT and/or security industry
Experience with Salesforce and other Support Ticketing Systems
Presentation and People Engagement Skills
Data Analysis and Interpretation
Understanding proactive customer engagement
Spanish language is always a plus!

Responsibilities

Lead, coach, and mentor team members, emphasizing continuous learning to enhance skills and performance
Manage team performance, including conflict resolution, daily direction, and communication to maintain a high level of service
Ensure timely and efficient handling of service requests and evaluate processes for improvement
Conduct performance assessments and use them to identify training needs and create individual development plans
Gather, present, and analyze metrics to improve operational efficiency and service delivery
Assign/coordinate work projects and create team member schedules
Act as the main point of contact for escalations and assist in resolving complex inquiries
Manage training materials and initiatives, ensuring alignment with team development needs
Recruit and onboard new staff, focusing on candidates with high potential
Promote a positive, collaborative, and growth-oriented team culture