Technical Support Team Lead

Cushman & Wakefield•Saint Louis, MO

About The Position

The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems, ensuring corporate employees receive timely assistance with hardware, identity management, and business application needs. The role provides oversight and supervision of Technical Support Associates, manages team scheduling and resources, supports performance management, and serves as a second-level escalation point from the Service Desk. The position provides technical support for PC break/fix issues, Microsoft Teams, mobile devices, software applications, networks, hardware, access issues, and workplace technology. It also supports onboarding and offboarding, asset management, technology deployments, end-user training, and onsite troubleshooting in partnership with subject-matter experts, engineering teams, and vendors. The team supports North American Brokerage and Valuation and Advisory service lines, including company executives, and helps remote support staff when additional resources are needed. The Team Lead maintains service quality and service-level agreement performance through effective ticket, request, and incident management; clear resolution documentation; timely escalation to third-line support; and contributions to ServiceNow knowledge articles and procedural documentation. The role also assists with problem trend and root-cause analysis, technology enablement, project testing and support, and operational reporting. It monitors service metrics, prepares recurring reports and dashboards, identifies performance gaps and improvement opportunities, and works with leadership to improve Virtual Genius Bar key performance indicators. The position requires a bachelor's degree or equivalent experience and at least three years of technical experience in a corporate environment. A related computing field is preferred. Supervisory skills, strong customer service and communication abilities, conflict resolution, analytical and problem-solving skills, time management, and proficiency with Windows and Microsoft 365 are required. Experience or knowledge with enterprise ticketing, Active Directory, Intune, Azure fundamentals, and remote support tools is relevant; ITIL Foundation, technical certificates, and Mac experience are cited as advantages.

Requirements

Bachelor's degree or equivalent experience.
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-user clients and team members across the organization.
Time-management skills and 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.
Ability to manage technical support incidents, requests, escalations, and service-level expectations.

Nice To Haves

A related computing field of study.
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.
Knowledge of ServiceNow or a similar enterprise ticketing system.
Mac experience.

Responsibilities

Oversee daily shift activities, attendance, schedules, and team resource allocation in response to support demand.
Supervise Technical Support Associates and manage performance feedback and evaluations.
Monitor live customer interactions, coach agents, and assist with difficult or escalated calls and chats.
Track operational metrics, including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.
Prepare recurring performance reports, dashboards, and operational summaries for leadership.
Provide PC break/fix and second-level technical support for hardware, software applications, networks, access issues, Microsoft Teams, and iOS and Android devices.
Perform or coordinate peripheral setup, software installation and configuration, wireless and LAN configuration, and other support tasks.
Provide onsite and in-the-moment troubleshooting and hands-on technical support in partnership with SMEs, engineering teams, and vendors.
Facilitate onboarding and offboarding, asset management, and technology deployments; assist with hiring, staff onboarding, and team training.
Maintain ticket and incident records, ensure requests are updated and resolved promptly, and provide clear resolution documentation.
Escalate incidents to third-line support according to established guidelines and service-level agreements.
Create and update ServiceNow knowledge articles and keep procedural documentation current.
Assist with trend and root-cause analysis, identify recurring issues, and communicate problem trends.
Complete training on new technologies, services, processes, and policies; conduct end-user information sessions and education to promote adoption and reduce repeat requests.
Participate in project testing and support projects for supported sites as required.
Partner with leadership to define and improve Virtual Genius Bar performance indicators and service processes.
Assist remote support staff when additional resources are required.
Maintain service-level agreements and quality standards for support to North American Brokerage and Valuation and Advisory service lines, including company executives.