Tech Support Team Lead

Capital Insurance Group•Monterey, CA

61d•Hybrid

About The Position

The Tech Support Team Lead is a leadership role responsible for ensuring the smooth functioning of the Tier 1 Tech Support Analyst team. The Team Lead will be responsible for managing, resolving, or escalating support incidents while ensuring timely incident resolution and service restoration. The successful candidate must have strong leadership skills, customer service skills, troubleshooting skills, and the ability to manage the team effectively.

Requirements

3-4 years of technical support service desk experience
College-level degree or comparable technical certifications. (updated)
CompTIA A+ Certification (updated)
ITIL Foundation certification
Microsoft Fundamentals

Responsibilities

Possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries.
Lead a para-professional team of technical support analysts, provide guidance and leadership to ensure timely incident resolution and service restoration.
Monitors team workload, work queues, and resources to ensure adequate and timely coverage and to meet our high level of service standards.
Mentors and coaches the team on troubleshooting, solution development, and customer communication best practices, and continued training and development of employees.
Responsible for working with direct manager and HRBP on any performance-related concerns
Responsible for the performance management process of direct reports, to include performance rewards, performance improvement plans, and annual review.
Provide a high level of customer service to internal and external customers, including managing customer expectations during incidents and service disruptions.
Provide in-depth troubleshooting and support for IT issues, including coordinating with Tier 2 for escalation and resolution.

Benefits

Accrue twenty-one days of Paid Time Off during your first year
Up to eighty-seven percent of benefits covered by CIG for you and your family members
Medical, dental, vision plans
One hundred percent covered plans
Basic Life & AD&D
Employee Assistance
Leave Management
Long Term Disability
Short Term Disability (Outside of CA)
Family Caregiver Support (Homethrive)
Child Care Resources (Tootris)
Business Travel Accident Protection
Voluntary benefit offerings
Short-term (CA only)
Voluntary Life AD&D self, spouse and child plans
Flexible Spending
Health Savings (HSA)
Hospital Indemnity
Accidental Injury
Critical Illness
ARAG Legal Services
Norton LifeLock
Nine paid holidays, plus two floating holidays
Above and Beyond Reward Recognition Program
Kudos & Shout Out Points Program
Quarterly Above and Beyond Bonus Program
Annual Above and Beyond Bonus Program
Competitive compensation
Base compensation
Salary Management Spot Bonuses
Annual Incentive/Profit sharing program, potential payout annually based on company results.
Discount partnerships
Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
Insurance Educational reimbursement and bonus programs
Employee Referral Bonus Program
Home and Auto Insurance Discount Program.
Paid Volunteer Time Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
Retirement savings benefit (401k and Roth + match)
Health & Financial Wellness
Wellness platform, tools and events
Health Savings Account match
Financial Wellness Resources