Technical Support Team Lead
About The Position
The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The role ensures corporate employees receive timely assistance with hardware, identity management, and business application needs. The position supports North American Brokerage and Valuation and Advisory service lines, including company executives, and provides oversight and supervision of Technical Support Associates. The team lead manages schedules, team resources, performance, and escalations while providing hands-on technical support. The role handles PC break-fix support, Microsoft Teams and mobile device support, onboarding and offboarding, end-user training, technology deployments, and assistance to remote support staff. It works with subject matter experts, engineering teams, and vendors to troubleshoot issues and apply technical procedures. The position is responsible for effective ticket, request, and incident management; meeting service level agreements; maintaining accurate documentation; and contributing to knowledge articles. It also supports problem and project management, technology adoption, and service performance reporting and improvement.
Requirements
- Bachelor's degree or equivalent experience; a related computing field is preferred.
- At least 3 years of technical experience in a corporate environment.
- Supervisory experience or skillset.
- Knowledge of IT processes, general controls, project management, and system development life cycles.
- Strong customer service and written and verbal communication skills.
- Conflict-resolution skills.
- Strong analytical and problem-solving skills.
- Strong interpersonal skills for interacting with end users and team members across the organization.
- Time-management skills and the ability to balance and prioritize work.
- Ability to work independently and as part of a team.
- Proficiency with Windows operating systems.
- Proficiency with Microsoft Office 365, including Microsoft Teams.
- Knowledge of Active Directory, Intune, and Azure fundamentals.
- Familiarity with remote support tools.
Nice To Haves
- Experience in a multi-state corporate environment with 10,000 or more employees.
- ITIL Foundation certification or knowledge.
- Industry-related technical certificates, or a similar combination of education and experience.
- Experience with ServiceNow or a similar enterprise ticketing system.
- Mac experience.
Responsibilities
- Oversee and supervise Technical Support Associates, including daily work routines, shift activities, attendance, scheduling, and resource management.
- Monitor live customer interactions, evaluate performance, provide feedback, and participate in performance evaluations and management.
- Handle escalated customer calls, chats, and technical incidents, including serving as the second-level escalation point from the Service Desk and escalating incidents to third-line support when appropriate.
- Monitor service level agreements and operational metrics, including Average Handle Time, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.
- Prepare recurring performance reports, dashboards, and operational summaries for leadership; identify trends, recurring issues, performance gaps, and opportunities for process improvement.
- Provide PC break-fix support and resolve software application, network, hardware, access, and other incidents while protecting data and system integrity.
- Set up peripheral equipment; install and configure software; configure wireless and LAN connections; and provide Microsoft Teams and iOS and Android device support.
- Support employee onboarding and offboarding, asset management, and related processes.
- Provide onsite and hands-on troubleshooting in coordination with subject matter experts, engineering teams, and vendors.
- Maintain proper ticket and incident records, ensure tickets are updated and resolved promptly, and provide clear resolution documentation.
- Contribute to ServiceNow knowledge articles and keep knowledge-base and procedural documentation current.
- Assist with hiring, onboard new staff, train team members on new products and tools, and assist remote support staff when additional resources are needed.
- Train end users, promote adoption of technology products and services, explain resolutions to reduce repeat requests, and provide timely follow-up.
- Complete in-house training on new technologies, services, processes, and policies.
- Assist with trend and root-cause analysis and proactively communicate problem trends found during incident resolution.
- Participate in project testing and provide feedback, and support projects at supported sites.
- Partner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.
Benefits
- Health insurance
- Vision insurance
- Dental insurance
- Flexible spending accounts
- Health savings accounts
- Retirement savings plans
- Life insurance
- Disability insurance
- Paid and unpaid time away from work
- Competitive pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
