User Support Team Leader

Tasks

• Analyze support data for trends
• Compile Standard Operating Procedures
• Conduct onsite visits for protocol compliance
• Conduct performance reviews and 1-on-1s
• Escalate technical issues according to SLA
• Facilitate coaching sessions for technical gaps
• Facilitate customer service skills training
• Gather requirements and translate to technical specifications
• Lead process improvement initiatives
• Lead project collaboration and define project objectives
• Manage end user communication and accountability
• Manage ticket status updates
• Mentor and train support technicians
• Monitor and improve customer satisfaction
• Monitor ticket queue and ensure action
• Promote support documentation and knowledge sharing
• Provide after-hours standby support
• Provide people management and performance feedback
• Provide technical guidance for complex tickets
• Review and approve technical documentation
• Support first responder onsite troubleshooting
• Support recruitment screening and interviews
• Track team performance against KPA
• Train and onboard new team members

Perks/Benefits

• Hybrid work
• Remote work

Skills/Tech-stack

Customer Service | Firewalls | ITIL | Linux | Microsoft 365 | Microsoft Azure | Networking | People management | Powershell | Project Management | Switches | Technical Support | Ticket management | Windows 10 | Windows 11