Manager of Tech Support

Description

Technical Team Lead

The Technical Team Lead is a hands-on leader who works closely with the technical support team, motivating and coaching them to deliver exceptional service.

Duties/Responsibilities:

• Provide resolution for escalated service tickets.
• Serve as a liaison between analysts and upper management.
• Conduct ongoing coaching and development of the team through call listening and feedback.
• Work with clients to evaluate and resolve technical issues.
• Assess user needs to analyze, recommend, and implement changes.
• Configure and support system changes within the team's scope of responsibility.
• Develop and maintain knowledge of all systems, applications, and security protocols.
• Update the knowledge base as approved by management.
• Monitor and respond to emails and site chat, and train others on these functions.
• Answer calls related to device issues, troubleshoot, and escalate tickets for repairs when necessary.
• Recommend upgrades, repairs, new applications, and equipment testing with management approval.
• Assist in training new analysts and identify training needs for tenured team members, providing coaching as needed.

Required Skills/Abilities:

• Proficiency in English with excellent oral and written communication skills.
• Strong customer focus and professional customer service skills.
• Resourceful and able to take initiative in a dynamic environment.
• Ability to troubleshoot technical problems effectively and efficiently.
• Advanced knowledge of computer and server hardware.
• Highly motivated, detail-oriented, self-driven, and reliable.
• Strong active listening and interpersonal skills.
• Ability to motivate and inspire team members.
• Excellent leadership skills.

Education and Experience:

• Bachelor's Degree in Computer Services or related field preferred.
• At least 3 years of experience in a Tier 2 technical support role.

Requirements

Deskside Support, Customer success, Customer success management, Customer Support

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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