Help Desk/Desktop Support Analyst

Description

Technical Support Team Lead
Location: Auburn, NH
Level: Experienced / Non-Manager
Overview
The Technical Support Team Lead provides day-to-day operational oversight and acts as an extension of the Technical Support Manager. This role helps coordinate NOC/Technical Support activities, ensures SLA adherence, manages escalations, and drives consistency across support and remote monitoring operations related to customer wireless/DAS environments.
The Team Lead serves as a key decision point during daily operations, guiding team members, monitoring ticket flow, and ensuring timely communication and issue resolution.
Key Responsibilities

Support daily management of support operations, including ticket queues, monitoring tasks, and incident response.
Provide operational leadership to ensure work is prioritized in line with SLAs and business needs.
Serve as a primary escalation point for high-priority or high-impact customer issues.
Monitor SLA compliance, response times, and overall support quality.
Coordinate workload distribution and coverage during business hours and critical events.
Provide direction, guidance, and mentoring to support team members.
Track and manage critical customer issues through resolution, including communication and follow-up.
Collaborate with internal teams (Development, DevOps, QA) to drive timely issue resolution.
Assist with refining and documenting support processes, workflows, and operational standards.
Contribute to reporting on support effectiveness, incident trends, SLA risks, and recurring issues.
Participate in post-incident reviews and help identify corrective and preventative actions.
Ensure customer communications are clear, timely, and consistent.
Handle customer data, including PII, with appropriate security practices.
Work additional hours as needed to support SLA-driven or time-sensitive events.

Requirements

Degree in Computer Science, IT, Engineering, or equivalent experience.
5+ years in technical support, NOC operations, or software support.
Experience in a lead, senior, or acting supervisory capacity within a support organization.
Strong understanding of support operations, escalation management, SLAs, and customer-impact prioritization.
Working knowledge of networking concepts, Linux systems, and software support workflows.
Proven ability to make operational decisions without direct managerial authority.
Strong organizational skills and ability to manage competing priorities.
Excellent verbal and written communication.
Ability to work independently while aligning with leadership direction.
High degree of flexibility and stress tolerance.

Requirements

NOC, Agile workflows, Documentation, Service Desk Tickets

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