Technical Support Team Leader Job Description
Technical support team leader
provides management, monitoring & troubleshooting for the SaaS delivery components that are not managed by the hosting company (e.g., Apache, SQL Server, Tomcat).
Technical Support Team Leader Duties & Responsibilities
To write an effective technical support team leader job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support team leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Develop self and talented individuals by matching growth opportunities with personal interests
Manage the technical support team, providing line management, mentoring and engagement with other support teams
Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met
Provide internal training, Alongside the Head of Support Services and introduce and maintain effective and efficient ITIL processes for Incident, Problem, Change and Service Improvement
Manage the post validation of releases and changes to the production environment
Ensure that ticket queues are managed effectively & Provide technical integration support to clients
Drive service improvements and Provide best practice incident management of issues impacting our merchant base through to resolution, including escalation within the business & communication to merchants
Track and triage incidents against problems
Manage and prioritise your workload in accordance with the various response SLAs
Manage team metrics and retention goals
Technical Support Team Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Support Team Leader
List any licenses or certifications required by the position: ITIL
Education for Technical Support Team Leader
Typically a job would require a certain level of education.
Employers hiring for the technical support team leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Technical, Engineering, Computer Science, Education, Management, Business, Information Technology, Library, Government, Electrical Engineering
Skills for Technical Support Team Leader
Desired skills for technical support team leader include:
Apache Tomcat server architecture
GoToMeeting and WebEX is an advantage
HTML
LiveHelpNow Chat
MySQL & database queries
OBIEE Analytics
Oracle Financials
SOAP
SalesForce.com
XML and JSON
Desired experience for technical support team leader includes:
Stay current on internal work processes, policies and procedures
Able to understand customer’s environment (different industry type), work closely with engineers and buyers to promote RS products
Experience in OEM environment, work with R&D engineers (customers) and able to identify commercial opportunity for RS including involvement in bids projects for Mega or Key accounts
Lead of team of 4 to 5 Technical Support team in people management activities and technical direction, align to commercial priorities
Able to support Bill of Material enquiries – deliver one stop shop solution to customers
Provides end to end solution to customers for bill of materials matching, not limiting to RS Core range it should include extended range and non-core range
Technical Support Team Leader Examples
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Technical Support Team Leader Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of technical support team leader. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support team leader
- Customer sees us as valuable partners that provides end to end solution for bill of materials
- Providing effortless customer experience by proactively recommending changes to product information, alternatives and solutions
- Contribute to the sales targets by working closely with sales and performing high level of value added activities set out by the business
- Build up long term partnership with customers
- Investigate complaints or service improvement opportunities and recommend solutions to prevent recurrence
- Assess customer faulty product returns requests when required to determine next course of action to support post sales
- Support the team during peak hour - assist customers on their enquiries over the telephone or email (eg
- Monitor performance of shift and reassign duties as appropriate
- Ensure SLA's are maintained within specified deadlines
- Create and maintain daily/weekly/monthly reports
Qualifications for technical support team leader
- Ability to work in a fast paced environment on own initiative and make decisions
- Active in the development of Technicians
- Working with other Line Mangers on identification of resource requirements or new working practices that may improve services to customers
- Overall responsibility for the day to day management of the 3rd Line Technical Operations team (currently 12 DRs) ensuring that the various SLA’s for our customer contracts are met
- Review ongoing performance of the team to ensure that individuals develop technically
- Close management of staff resource levels to ensure that the support teams can fulfil SLA obligations and project milestones
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Technical Support Team Leader Job Description
Job Description Example
Our company is searching for experienced candidates for the position of technical support team leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support team leader
- Responsible for ensuring that the support teams have the correct documentation and tools in place to deliver an excellent service to our customers
- Develop and maintain Procedures and Training Guides ensuring these are correspond with customer contracts and management against an ongoing review cycle
- Ensure the smooth transition of new services and customers into operational support, working alongside the Operational Acceptance Manager & Transition Manager
- Support Service Delivery Management with relevant and timely information
- Attend client meetings to support Senior Management on an ad hoc basis as necessary
- Understanding the cost of support and work to continually reduce cost and introduce efficiencies
- Ensures that the necessary arrangements are in place to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage providing continuity of service to the client organisation
- Elevates issues in meeting targets/goals and with employee performance where job action (such as formal discipline) may result
- Must be able to communicate clearly with team members
- Provide shoulder-to-shoulder review, approval, and QA Technical support to key business partners for the management of quality records
Qualifications for technical support team leader
- Experience of working in a service provider environment
- Experience and understanding of Routing, Switching, Firewalls, VPN, MPLS, QoS, NNI, Security and RAS technologies
- Experience and understanding of the UK power market including complex contracting
- Experience of a range of electricity contracts, preferably including fixed price, flexible and customer groups
- Experience of leading a successful team with the ability to motivate and deliver results through others on a consistent basis
- Capable of balancing priorities in a fast-paced working environment
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Technical Support Team Leader Job Description
Job Description Example
Our innovative and growing company is looking for a technical support team leader. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support team leader
- Responsible for supporting, coaching, developing, and supervising a team of technical support associates
- Manage the assigned team of Support Engineers
- Motivate the team members and address any issues which may arise as part of daily work life
- Identify areas for new training or skill development
- Communicate Organizational goals and business needs to help set the right expectation
- Monitor the daily activities of each team member assigned including the punctuality and backlog management
- Bring any possible unaddressed concerns to the attention of higher management
- Monitor case updates send by team members and help them with any improvements if needed
- Reaching out to customers for any surveys where a follow-up is required
- Fulfill the role of an on-call supervisor in the rotational schedule
Qualifications for technical support team leader
- High standards and excellent attention to detail
- Proven ability to improve processes and efficiency, including embedding these improvements through effective change management
- Strong team player who is able to build rapport and influence internal partners to get things done under tight time pressures
- Helpful, friendly and approachable
- Positive towards change and creative with ideas
- Encourage people to be the best they can be
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Technical Support Team Leader Job Description
Job Description Example
Our growing company is looking to fill the role of technical support team leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support team leader
- Help with scheduling adjustments when required
- Handle any escalations which require immediate attention from management
- Be responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs
- Manage a regional team of Technical Support Analysts focused on software products
- Maintain a high degree of knowledge about products and technical issues affecting those products
- Provide technical support to customers and serve as an escalation channel for internal and external customers
- Implement Knowledge-Centered support efforts ensuring key team learning is aggregated, communicated and integrated across the team to achieve greater results
- Work closely with other Customer Experience teams, Product Management, Program Management, Content Operations, among others, representing the Support team to develop new procedures, products or improve existing support process
- Plan for team development, expansion, retraining, support processes and more based on product support trends and new products or features
- Answer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner
Qualifications for technical support team leader
- Willingness to learn and develop your own self
- Act as a leader and someone who sets an example to others
- Calm and objective under pressure
- Must have a current degree or vocational degree in maintenance
- Must have maintenance experience (10 years or more)
- You’re passionate and have a proven track record effectively and efficiently resolving customer issues
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Technical Support Team Leader Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of technical support team leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support team leader
- Maintain high degree of knowledge about products and technical issues affecting those products
- Act as a single point of contact for all technology-specific customer and business requests
- Actively engage the business leaders to derive accurate and timely forecasts of technology-specific customer demand, and forecast analysis capacity in real-time to meet the changing needs of our customers
- Schedule and prioritize analysis projects among members of the global analysis organization to maximize revenue and exceed customer expectations
- Develop and maintain accurate reporting of analysis progress, milestones, productivity, and quality for technology-specific customer demand
- Regularly present and communicate to customers on the status, progress, findings and results of technologic-specific analysis
- Develop / provide personal coaching and professional development for core analysis team members
- Develop technical training requirements for primary and secondary technologies for entire analysis organization
- Produce technical reports based on the analysis of the pipeline inspection data
- Execute quality control checks on the analysis of pipeline inspection data completed by members of the analysis team
Qualifications for technical support team leader
- Experience as a Team Leader a plus
- Must have excellent problem solving skills and the ability to prioritize tasks and responsibilities
- Must be available to work at least one weekend day and /or evening shift
- Good pension with varying levels of employer contribution
- Life cover and healthcare options
- Ensures that the team has the correct level of Technical Support experience to deliver a phenomenal customer experience