Senior Technical Customer Support Lead

job summary: A prominent client in the aerospace manufacturing industry is seeking a Senior Technical Customer Support Lead to drive their contact center operations. In this role, you will deliver high-level technical and operational support including vital Aircraft on Ground (AOG) coverage-to a specialized aerospace clientele via phone, email, and ticketing platforms.

The ideal candidate offers 8+ years of technical help desk or contact center experience in a technical environment, along with a proven track record in leadership or oversight roles such as Senior Representative, Team Lead, or Supervisor.

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location: Baltimore, Maryland job type: Contract salary: $34 - 41 per hour work hours: 8am to 4pm education: Associates

responsibilities:

• Provide 12/7/365 coverage via phone, email, and ticketing systems; coordinate directly with Production Control on AOG parts orders to minimize aircraft downtime
• Triage, prioritize, and route all incoming helpdesk cases to the appropriate SME or department; manage queue health to ensure all SLAs and contractual timeframes are met
• Serve as the consistent point of contact for aerospace clients; maintain high satisfaction standards through professional, timely, and solution-oriented communication
• Document, track, and drive all technical issues to resolution; escalate outstanding cases to the Contact Team Leader or Manager when appropriate
• Execute user account management, billing workflows, system maintenance, and account auditing across applicable business platforms
• act as backup to the Contact Center Supervisor on business, administrative, and personnel matters; support team operations during coverage gaps
• Build strong customer relationships through regular client communication.

Requirements:

• Min 8 years of contact center or help desk experience in a technical/help desk environment.
• 3+ years in a progressive leadership role - Senior Rep, Team Lead, Supervisor, or QA
• Associate degree or 2-year technical degree, or equivalent experience
• Experience in Aerospace/Airline operations is preferred
• Experience with Oracle or similar enterprise platforms

Schedule:

• Standard Shift: Monday - Friday, 12:30 PM - 9:00 PM
• Training Schedule: Monday - Friday, 8:00 AM - 4:00 PM (during Training)
• Weekend Rotation: Required coverage for 1 Sunday per month (7:00 AM - 7:00PM)

The essential functions of this role include:

• working weekends qualifications:

• Experience level: Experienced
• Minimum 8 years of experience

• Education: Associates skills:

• Technical Support
• Other

• Desktop Support Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days. ,

• Provide 12/7/365 coverage via phone, email, and ticketing systems; coordinate directly with Production Control on AOG parts orders to minimize aircraft downtime
• Triage, prioritize, and route all incoming helpdesk cases to the appropriate SME or department; manage queue health to ensure all SLAs and contractual timeframes are met
• Serve as the consistent point of contact for aerospace clients; maintain high satisfaction standards through professional, timely, and solution-oriented communication
• Document, track, and drive all technical issues to resolution; escalate outstanding cases to the Contact Team Leader or Manager when appropriate
• Execute user account management, billing workflows, system maintenance, and account auditing across applicable business platforms
• act as backup to the Contact Center Supervisor on business, administrative, and personnel matters; support team operations during coverage gaps

• Build strong customer relationships through regular client communication. Requirements:

• Min 8 years of contact center or help desk experience in a technical/help desk environment.
• 3+ years in a progressive leadership role - Senior Rep, Team Lead, Supervisor, or QA
• Associate degree or 2-year technical degree, or equivalent experience
• Experience in Aerospace/Airline operations is preferred

• Experience with Oracle or similar enterprise platforms Schedule:

• Standard Shift: Monday - Friday, 12:30 PM - 9:00 PM
• Training Schedule: Monday - Friday, 8:00 AM - 4:00 PM (during Training)

• Weekend Rotation: Required coverage for 1 Sunday per month (7:00 AM - 7:00PM) The essential functions of this role include:

• working

• Technical Support
• Other
• Desktop

• Standard Shift: Monday - Friday, 12:30 PM - 9:00 PM
• Training Schedule: Monday - Friday, 8:00 AM - 4:00 PM (during Training)
• Weekend Rotation: Required coverage for 1 Sunday per month (7:00 AM - 7:00PM), + Standard Shift: Monday - Friday, 12:30 PM - 9:00 PM
• Training Schedule: Monday - Friday, 8:00 AM - 4:00 PM (during Training)

• Weekend Rotation: Required coverage for 1 Sunday per month (7:00 AM - 7:00PM) The essential functions of this role include:

• working

• Technical Support
• Other
• Desktop