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Tech Support Lead
Pay Rate: $1-$52/hr.
On-site 5 Days in Culver City
Job Summary:
We are seeking a highly motivated and experienced technical person to lead our technical
support team. In this role you work closely with our Tech Operations lead, and have day to day
responsibility for our ticketing system, the PD&M Portal, overseeing inventory reporting on
equipment and software, managing a team of contractors, and SLA for responses. This role
requires an experienced manager who can drive our support team to achieve operational
excellence, enhance customer satisfaction, and resolve the day to day technical support needs of
a global organization.
Key Responsibilities:
• Ticketing System Management: Oversee the operation of the PD&M Portal, ensuring
efficient ticket handling, resolution, and customer satisfaction.
• Inventory Reporting: Correlate and manage comprehensive reporting on the inventory of
equipment and software, ensuring accuracy and availability.
• Team Management: Lead & direct the day to day work assignments of a team of other
technical support contractors, fostering a culture of continuous improvement and
collaboration.
• SLA Management: Monitor and maintain SLAs, implementing strategies to ensure targets
are met or exceeded.
• Process Improvement: Continuously assess and improve processes and tools used by the
technical support team to increase efficiency and effectiveness.
• Customer Service Excellence: Uphold high standards of customer service, ensuring all
customer issues are resolved in a timely and satisfactory manner. Partner with Tech
Operations lead to solve more complex issues when needed
• Strategic Planning: Participate with Tech Operations lead in strategic planning to improve
technical support operations process and tools, with changing customer needs and traffic
patterns
• Vendor Management: Manage relationships with hardware/software vendors and
contractors to ensure high-quality services and cost-effectiveness.
• Training: Ensure effective onboarding of any new contract team members.
• Reporting and Analysis: Generate and analyze reports on team performance, ticketing
trends, and customer feedback to inform business decisions.
Required Skills and Qualifications:
• Has mentored, coached or led others
• Experience de-escalating conflict & resolving complex issues, knows when and how to
escalate as appropriate
• Experienced working across time zones - US and International - as our team is global
• Strong understanding of ticketing systems and inventory management software.
• Demonstrated organizational and prioritization skills
• Proven track record of managing SLAs and improving customer service.
• Excellent leadership and team management skills.
• Strong ability to analyze and solve technical problems using experience and judgment
• Excellent communication and interpersonal skills.
• Experience in process improvement and strategic planning.
• Ability to manage multiple priorities in a fast-paced environment.
Skills:
Support, Technical support, Troubleshooting, Desktop, Hardware, mac, jamf, manage
Top Skills Details:
Support, Technical support, Troubleshooting, Desktop, Hardware, mac, JAMF, manage
Additional Skills & Qualifications:
We currently have a tech team of six spread across Cupertino, Culver City, New York and London. This person will closely help mentor and manage that team. Hold weekly 1:1s, help with feedback, escalations, coaching, etc.
They will also be responsible for escalation tickets and looking to troubleshoot and mitigate where they can. Right now, PJ, is having to manage a lot of escalations and this person would run point on that with the portal. Would also work to allocate tickets to the team where needed.
-Needs OS troubleshooting for Mac OS and iOS
-Familiarity with customer products is a HUGE plus
-Onsite in IL 5 days week
Escalation ticket examples (more operations):
Tickets:
-Escalation for approvals outside of AOU policies
-When someone needs a new machine outside of AOU, PJ approves it.
-do some digging, make sure there are other options. Etc.
-Escalation for PIN codes, do they need the PIN code or can we go another route
-SLA, how long to close ticket and follow up to make sure tickets are closed
Some operational expertise and optimization
over 50%- managing, traffic control, high level reviews, 10-15% meeting with teams
Overseeing onboarding process, hardware return, etc.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.