Team Lead, Technical Services
Core
Lead a team of technical support specialists delivering world-class service via telephone, online helpdesk, and live chat to internal and external customers.
Role type
Senior IC Team Lead (Technical Services)
Builds
Technical support solutions and customer success outcomes
Domain
IT/Security industry technical support
Deliverable
client delivery
Required skills
People leadership, coaching, conflict resolution, performance management, process improvement, cross-functional collaboration, strategic thinking, recruitment and onboarding
Preferred skills
IT/security industry experience, Salesforce and ticketing systems proficiency, data analysis, proactive customer engagement
Responsibilities
Lead, coach, and mentor team members; manage team performance and resolve conflicts; handle technical escalations and complex inquiries; analyze metrics to improve efficiency; recruit and onboard new staff; create team schedules and training initiatives
Seniority
Senior, hands-on IC with people leadership focus
