Support Lead

Description

About the role:

The Support Lead is responsible for overseeing processes, ensuring all tasks are carried out according to established procedures. They should have a solid understanding of the supported applications and systems. This role also involves mentoring and coaching support agents when needed. You will work with the Manager to ensure there is coverage through the week for all work duties by creating and maintaining schedules.

You also will be responsible for hosting and participating in regular occurring meetings.

• Schedule and organize regular occurring meetings and troubleshooting sessions:
  Attend, host and prepare material for regular occurring meetings. Schedule, host and prepare, as needed, for troubleshooting sessions with engineering.
• Mentor & coaching:
  Mentor and coach analysts on any improvements or gaps in their performance.
• Schedule, maintain and conduct regular financial data checks:
  The Process Lead will manage and conduct regular checks and monitoring of financial services data. Escalate abnormalities or data discrepancies to appropriate team or contact. Checks are conducted 7 days a week.
• Drive collaboration with engineering & business stakeholders:
  Work and connect with various stakeholders and other teams to push resolution or get clarification on issues.
• Oversee & conduct Service Now ticketing intake handling & management:
  Monitor ticket escalation queue and take ownership of submitted tickets. Review, analyze, process and route tickets to correct engineering team when needed. Ensure ticket is properly prioritized and contains the pertinent information. Manage any owned ticket from initial submission to resolution. Ensure ticket is updated within designated timelines and contains all necessary information.
• Onboarding:
  Process onboarding requests and ensuring proper procedures are followed and approvals are provided.

• Former experience in a help desk environment
• Ability to work and communicate with multiple audiences and teams
• Experience with coaching and mentoring
• Ability to identify gaps or needed improvements in existing procedures
• Proactiveness
• Great attention to detail
• Strong troubleshooting skills
• Excellent time management skills

This is a Contract position based out of Austin, TX.

The pay range for this position is $40.00 - $40.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Austin, TX.

This position is anticipated to close on Feb 20, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.