Technical Customer Support Lead

Description

We are looking for an experienced Technical Customer Support Lead to oversee daily support operations and help maintain a high standard of service for customers in Auburn, New Hampshire. This contract position is ideal for someone who can guide a technical support team, manage escalations with confidence, and keep service delivery aligned with business expectations. The role combines hands-on operational coordination with team mentorship, cross-functional collaboration, and a strong focus on timely, consistent customer communication.

Responsibilities:
Direct day-to-day support activities by overseeing ticket queues, monitoring tasks, and incident handling to keep work moving efficiently.
Act as the main point of escalation for urgent or high-impact issues, ensuring customers receive prompt updates and effective resolution paths.
Organize team workload and coverage throughout business hours and during critical situations to maintain service continuity.
Coach and support team members by providing guidance, sharing best practices, and reinforcing consistent support standards.
Review response performance, service levels, and support quality to identify gaps and improve operational execution.
Partner with internal groups such as Development, DevOps, and Quality Assurance to speed up issue resolution and remove blockers.
Own follow-through on major customer concerns from initial escalation through final resolution, including communication and documentation.
Help strengthen support procedures, workflows, and operating guidelines to improve consistency across service operations.
Contribute to reporting on incident patterns, service performance, recurring problems, and operational risks, while supporting post-incident reviews and corrective actions.
Handle customer information responsibly and follow appropriate security practices while supporting time-sensitive events that may require additional hours.

Requirements

3+ years of experience in technical support, software support, or service desk operations within a fast-paced environment.
Prior experience serving in a lead, senior, or informal supervisory role within a support organization.
Solid understanding of service desk operations, escalation handling, service level management, and customer priority assessment.
Working knowledge of networking fundamentals, Linux environments, and common software support processes.
Experience with Active Directory, ITSM platforms, service desk ticket management, and deskside support activities.
Strong organizational skills with the ability to balance multiple priorities and make sound operational decisions independently.
Clear verbal and written communication skills, with the ability to interact effectively with both customers and internal teams.
Degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Technology Doesn't Change the World, People Do.

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