Manager of Tech Support

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., + 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.

• 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.®, 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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