Team Lead, Technical Services

Job Title

Team Lead, Technical Services

We are seeking a highly motivated and experienced Team Lead, Technical Services to join our high-performing team in delivering world-class technical support to both internal and external customers. In this role, you will lead a team responsible for providing exceptional service through telephone, online helpdesk, and live chat, while fostering a culture of innovation and continuous improvement. As a champion of creative problem-solving, you will empower your team to deliver outstanding support solutions that enhance customer and employee satisfaction, contributing to a smarter, safer world and upholding the high standards of Axis Technical Services.

Daily operations involve managing technical escalations, collaborating with sales teams, and ensuring customer success. Beyond the core responsibilities of coaching, conflict resolution, and team engagement, expect fun activities like team travel, kickoff events, introductory day trips for lunch, and opportunities to build strong relationships with your colleagues. This is an onsite role based in our Chelmsford, MA office.

What you'll do here as Team Lead, Technical Services?

• Lead, coach, and mentor team members, emphasizing continuous learning to enhance skills and performance
• Manage team performance, including conflict resolution, daily direction, and communication to maintain a high level of service
• Ensure timely and efficient handling of service requests and evaluate processes for improvement
• Conduct performance assessments and use them to identify training needs and create individual development plans
• Gather, present, and analyze metrics to improve operational efficiency and service delivery
• Assign/coordinate work projects and create team member schedules
• Act as the main point of contact for escalations and assist in resolving complex inquiries
• Manage training materials and initiatives, ensuring alignment with team development needs
• Recruit and onboard new staff, focusing on candidates with high potential
• Promote a positive, collaborative, and growth-oriented team culture

Who are we looking for/Who are you?

• Demonstrated competency in the following areas (Expectations of Leaders):

  • Business (Business Acumen, Strategic Thinking, Leading Change)
  • People (Develop Yourself, Develop Others, Build Functional Strengths)
  • Organization (Develop Teams, Enable Cooperation, Ethical Leadership)

• Proven coaching-oriented leadership style including leading through periods of change

• Ability to be a leader who empowers others, holds them accountable, and gains satisfaction from others' success

• High level of emotional intelligence, self-awareness, and resiliency

• Ability to solve problems and work cross-functionally with other departments to meet team objectives

• Proven self-starter with the ability to think strategically

We'd love to hear that you have/are:

• Bachelor's degree or equivalent experience in computer science or related IT field

• 5+ years of professional experience in a service or support environment

• 2+ years of people leadership experience (only for external posting)

Valued but not

Required:

• Experience with in the IT and/or security industry

• Experience with Salesforce and other Support Ticketing Systems

• Presentation and People Engagement Skills

• Data Analysis and Interpretation

• Understanding proactive customer engagement

Physical Demands and Travel:

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Employee is occasionally required to lift 20-25 lbs

• Expected travel time for this position is 10-15% including international

Shift and Language Requirement:

• 11:30 a.m. to 8:00 p.m. shift, and Spanish language is always a plus!

Pay Range:
The approximate pay range for this location and position is $75, annually. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to, the individual's qualifications, experience, knowledge, skills, and abilities as well as physical work location within the state.

What else we offer:

• Inspire you to grow and develop through employer-offered training as well as tuition reimbursement

• Take care of more than just the 'work you', but rather the 'whole you' through our health, dental, vision, and fitness/health and wellness programs

• Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account

• Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)

• Help prepare for your life after retirement through our 401(k) program and employer matching

Permanent Employment

We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video…