Customer Service Desk Lead (Technical)
Core
Managing and delivering technical support for M2M devices and airtime services (mobile and satellite) while leading a small team of L2 support engineers.
Role type
Senior IC technical support lead (M2M and airtime services)
Builds
Incident resolution workflows, team performance, and seamless onboarding of new airtime services/platforms
Domain
Telecommunications, M2M connectivity, Mobile and Satellite networks
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident management lifecycle ownership, technical troubleshooting of complex M2M/airtime issues, team leadership and coaching, stakeholder management with vendors and internal teams, process improvement and auditing, performance reporting
Preferred skills
ITSM ticketing platform expertise, Satellite network services knowledge, IP networking certification, Next-generation firewall platform experience
Technologies
Cisco Jasper, ZOHO, Salesforce, ZOHO Desk, IRIDIUM, Viasat, Palo Alto firewalls
Responsibilities
Define and improve incident management processes; triage and resolve complex/high-impact customer tickets; manage escalations to device vendors and service providers; oversee team operations including rostering and performance coaching; lead planning and testing for new service onboarding; produce performance reports and drive compliance audits
Seniority
Senior, hands-on IC with team leadership
