Job Description

POSITION SUMMARY Team Leader is responsible for supporting and empowering a team of Technical Support staff to provide an excellent customer experience by troubleshooting and resolving customer issues remotely. In this role, you are accountable for supervising your team and ensuring quality customer experience and accurate ticket resolution. You will be empowered to leverage Pro-Vigils ticketing platform and analytics platform to manage ticket assignment, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, will be expected to identify team member development and training opportunities. You will also serve as a key conduit of communication for other groups such as Application engineering, Field Tech Support, Customer Success, Project Management. This position requires working during India Holidays ESSENTIAL FUNCTIONS Reasonable Accommodation Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Statement(s) Responsibilities: Oversee the day-to-day technical support operations, supervising a team responsible for resolving daily tickets. Demonstrate a consistent commitment to customer experience through effective ticket resolution. Orchestrate daily effective ticket assignment, delegation, and appropriate escalation. Predict and proactively anticipate customer needs. Work with internal teams to ensure complex and/or escalated issues are resolved. Proactively seek out customer feedback and insights, providing recommendations to the leadership team. Evaluate problems and provide applicable solutions to meet macro and micro-outcomes. Seek to overcome challenges and accept failure as an opportunity for improvement. Exercise strong analytical skills to collect, articulate, explain, and evaluate measurables. Coordinates and schedules large-scale software and hardware releases. Provide data and reporting of KPIs and trends to Management in ad-hoc, weekly, monthly and as needed. Inspect and audit finally ticket flow, resolution, and pending tickets in ticket queues Conduct One-On-Ones, shift huddles, walking the floor, and spot check sessions to ensure execution Report and communicate on daily, weekly, monthly and yearly KPIs Communicate daily through shift Handover and sync up meetings with other leaders Generate Knowledge Base articles, training materials, and procedures to align team to business objectives Set a clear team schedule, goals, and expectations. Manage timesheets, time-off requests, and capacity of the team. Delegate tasks and set deadlines. Utilize our ticketing platform to manage team performance and report on metrics. Perform regular ticket audits to recognize success and identify opportunities for improvement. Listen to team members feedback and resolve issues or conflicts in a timely manner. Review outcomes to promote successful behaviors and provide feedback opportunities for growth. Identify team member development needs and coach accordingly. Provide new hire training and participate in 90 Day Introductory Evaluations. Recognize high performance and reward accomplishments. Technical Prowess In order to effectively lead and coach your Team, the following technical skills and experiences are required. You will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to: Remote desktop support Desktop applications Enterprise level network architecture Complex LAN/WAN environments VPN technologies (L2TP, IPsec, OpenVPN, etc.) Network security (Cisco, SonicWall, Cradlepoint, etc.) Virtualization technologies (VMWare, Hyper-V, etc.) Various operating systems (Linux, MacOS, Windows) Security protocols (HTTPS, TLS/SSL, AES, etc.) Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.) Networking and configurations (Switching, routing, firewalls, etc.) Web technologies (XML, HTML, CSS) Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.) Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.) POSITION QUALIFICATIONS Competency Statement(s) Relationship Building – Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration. Customer Oriented – Ability to take care of the customers’ needs while following company procedures. Communication – Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information. Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions. Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational values. Strategic Planning – Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions. Accountability – Ability to accept responsibility and account for own actions. Diversity – Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce. Decision Making – Ability to make critical decisions while following company procedures. Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work. Business Acumen – Ability to grasp and understand business concepts and issues. SKILLS & ABILITIES Education & Experience: 3+ years’ experience in a technical support, helpdesk, or network support position. 2+ years’ experience managing staff of more than 5 people. Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required. Bachelor’s Degree preferred, or equivalent combination of education, training, and experience. Other Expectations: A general understanding of our industry is preferred. A familiarity with IT service delivery management principles, foundation, and concepts is helpful. Adherence to all job-related practices, policies, and procedures. Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.