Technical Support Team Leader

Summary:

This role’s primary responsibility is to provide hands-on leadership, technical escalation, and quality oversight for the Technical Support Team made up of Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators. The Team Leader works alongside the Technical Support Team Coordinator; the Coordinator focuses on scheduling, dispatch, attendance, and preventative maintenance tracking, while the Team Leader focuses on technical quality, problem solving, and developing people.

The Team Leader is a strong technician who leads from the floor: walking around, helping techs work through difficult issues, reviewing their work, and making sure every solution is complete and aligns with S. J. Rollins standards. Expected actions are to serve as the team’s first technical escalation point, coach techs to find and fix root causes, enforce S. J.

Rollins standards and culture, conduct reviews, develop people for advancement, and reduce the escalation load on the Systems Administration Team and S. J. Rollins leadership.

Key Results Area #1:
Lead, Coach, and Develop the Technical Support Team.

Key Results Area #2:
Own Technical Escalation and Solution Quality on the Support Floor.

Key Results Area #3:
Being a Valuable Team Member of S. J. Rollins

• Meet or exceed responsibilities and expectations of a Systems Administrator at S. J. Rollins.
• Working understanding of how Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators deliver support for clients, including the ticketing workflow, dispatch, and escalation paths.
• Understanding that this team is earlier in their careers and depends on visible, hands-on leadership, real-time technical help, and consistent reinforcement of S. J. Rollins standards and culture.

• Technical depth to troubleshoot and resolve escalated issues across endpoints, servers, networking, Microsoft 365 and cloud services, security tools, and line-of-business applications.
• Strong root cause analysis to quickly tell whether a solution is complete and meets S. J. Rollins standards.
• Demonstrated ability to lead and coach early and mid-career technical staff in a way that builds independence rather than dependence.
• Sets clear expectations, communicates regularly with each team member, and follows through on commitments and accountability.
• Conducts fair, timely reviews and performance conversations; addresses performance and disciplinary issues within allowed guidelines.
• Reads team KPIs (billable hours, response time, resolution time, reopened tickets, escalations) and spots patterns that point to a skill, process, or quality problem.
• Communicates clearly with techs, the Coordinator, the Systems Administration Team, Client Services, and leadership.
• Exercises judgment on when to coach, when to step in, and when to elevate.

• Serve, alongside the Technical Support Team Coordinator, as the primary leader for the Technical Support Team (~20 Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators).
• Act as the team’s first technical escalation point; help resolve difficult tickets, ensure the root cause is addressed, and elevate issues beyond the team’s scope to the Systems Administration Team or leadership with a clear problem statement.
• Spend a significant part of each day on the floor: walking around, checking on work in progress, helping techs solve problems, and catching issues before they become client escalations.
• Review tickets and resolutions regularly to ensure solutions are complete, documented, and aligned with S. J. Rollins standards; give specific feedback.
• Identify recurring issues and process…