Technical Support Team Lead

Job Title Technical Support Team Lead Job Description Summary The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.

Job Description Job Position:
Virtual Genius Bar Business

Title:

Technical Support Team Lead

REPORTS TO:

Midwest Territory Manager CLASSIFICATION:
Exempt Role Overview The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.

• Daily Management:
  Oversee shift activities, manage attendance, and adjust daily schedules to match call or message volume.
• Agent
  
  Coaching:
  
  Monitor live interactions, evaluate performance, and provide regular feedback to improve soft skills.
• Escalation Handling:
  Take over difficult customer calls or chats when agents need help resolving a tense situation.
• Performance Tracking:
  Review key metrics like Average Handle Time (AHT) and customer satisfaction scores.
• Team Support:
  Assist with hiring, onboard new staff, and help train the team on new products or tools.
• Responsible for but not exclusive to the following:
  Provides oversight and supervision of team of Technical Support Associates Scheduling and resource management for the team. Responsible for performance management process including performance feedback, performance evaluations. Escalation Management PC break fix support for the business within market. Facilitation of onboarding and off-boarding. MS Teams support. Mobile phone/device support (IOS & Android). Training end-users and assisting with deployment of new technology.
  
  Assist remote support staff when additional resources are required. Maintain established service level agreements to meet customer expectations and quality standards.

Daily work routines Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required. Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures. Providing documented input to keep knowledge-based articles and procedural documentation up to date.

Provide proper ticket and incident management. Ensure onboarding, off-boarding, and asset management processes are followed. Request Management Provide proper ticket management to ensure requests are updated and resolved in a timely manner. Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).

Incident Management Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements. Provide accurate and clear resolution documentation within the incident ticket. Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements. Participate in creation and updates of Service Now knowledge articles detailing troubleshooting processes and procedures.

Responsible for 2nd level point of escalation from Service Desk. Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity. Problem Management Assist with trend and root cause analysis. Proactively identify and communicate problem trends found as part of incident resolution. Technology Enablement Complete in-house training on new technologies, services, processes, and policies as they are released.

Conduct information sessions aimed to promote end user adoption of technology products and services. Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up. Project Work Participate in or provide feedback to project testing stages. Support projects as required for supported sites. Metrics, Reporting & Service Performance Monitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer…