Technical Support Team Lead

Description

Summary:

The Technical Support Team Lead ensures exceptional support for Alpha’s Digital Signage solutions and related equipment by managing technical escalations, optimizing workflows, and fostering cross-team collaboration.  This role focuses on structured problem-solving, process improvement, and long-term client relationship development.  The Technical Support Team Lead enhances operational efficiency, addresses infrastructure gaps, and optimizes service delivery tools to improve customer experience and team performance.  Additionally, they oversee the Continuous Training Program to maintain team proficiency and effectiveness.

This is an exempt position with a salary range of $80,000 to $85,000.  This will be a hybrid role with 3 days in the office and 2 days working from home.

Responsibilities:

Operational Support & Leadership:

• Manage technical support escalations, ensuring timely resolution and customer satisfaction.
• Oversee knowledge management systems, including FAQs, workflows, service policies, and documentation.
• Lead troubleshooting efforts for software and hardware issues, ensuring structured problem resolution.
• Provide after-hours support for critical software issues and oversee 24x7 on-call participation.
• Develop and implement operational roadmaps to improve efficiency, service quality, and revenue growth.
• Ensure SLA compliance and team accountability to drive scalable operational success.
• Identify and address infrastructure and process gaps to enhance stability and service delivery.
• Optimize service workflows and tools to improve response times and efficiency.
• Foster collaboration across teams to align support strategies with evolving client needs.

Technical Support & Collaboration:

• Manage and resolve escalated technical support tickets, collaborating with Product Development and Training teams on recurring issues.
• Lead continuous training initiatives to enhance technical proficiency and team effectiveness.

Q360 ERP System Optimization:

• Utilize Q360 to develop KPIs, SLAs, and performance reports, leveraging automation for improved efficiency and accountability.

Service Contract Management & Compliance:

• Ensure compliance with service contract obligations, including SLAs, KPIs, and routine customer updates.
• Oversee coordination of service contract deliverables across functional teams.
• Build and maintain long-term client relationships, serving as the customer advocate to identify and develop new service offerings.

Training & Development:

• Lead the Continuous Training Program, collaborating with Product Development to address skill gaps and enhance team performance.
• Develop training materials and documentation for consistency and accessibility.
• Strengthen client engagement strategies to improve satisfaction and retention.

Technical Acumen:

• Diagnose and resolve issues related to digital signage and IPTV infrastructure, including Windows Servers, networking, LDAP, MS SQL, and IIS.
• Utilize remote access tools (TeamViewer, VNC, Bomgar, Putty) for troubleshooting.
• Oversee system updates and change control processes for smooth deployment.
• Maintain accurate customer asset records and manage Windows-based servers.

Other Duties:

• Undertake additional tasks as required to meet departmental and organizational goals.

Requirements:

• Occasional evening and weekend work.
• Participation in on-call duty, including nights and weekends.

Qualifications

Qualifications:

• Strong problem-solving and analytical skills with the ability to resolve complex issues independently.
• Proven ability to prioritize and manage multiple responsibilities efficiently.
• Expertise in SLA adherence, contract compliance, performance monitoring, and client relationship management.
• Experience in process improvement and service delivery optimization.
• Background in customer support for web-based enterprise applications, digital signage solutions, or content management systems.
• ERP or CRM system experience.
• Knowledge of IPTV, A/V theory, and IP networking.
• Strong communication and documentation skills.
• Understanding of Alpha’s values, practices, standards, and procedures.

Preferred:

• 2-4 years of experience in technical support leadership or service management.
• Experience managing training programs and knowledge management initiatives.
• Familiarity with digital signage platforms and IT service environments.
• Project Management Certification.
• AWS Certification (or willingness to obtain upon hire).
• Experience with Q360 and/or ERP System Optimization.
• 2-4 years of experience in computer/network administration with knowledge of digital signage platforms (e.g., Scala, TriplePlay, Tightrope, Savi).
• SQL query development for data retrieval and analysis.

Education & Experience:

• High school diploma or equivalent required.
• Two-year technical degree in computer/network administration or relevant work experience preferred.

Computer Skills:

• Basic proficiency in Windows, Network, and Database Administration.
• Experience with call tracking systems and Microsoft Office Suite (Excel, Outlook, Word, Teams).

Certificates & Licenses:

• Valid driver’s license required.

Physical Demands:

• Ability to remain in a stationary position for prolonged periods.
• Ability to lift, push, or carry up to 25 lbs.
• Ability to enter text or data via keyboard or 10-key with clarity of vision for small objects/screens.
• Ability to distinguish between colors accurately.
• Strong verbal communication skills to convey instructions and information effectively.
• Ability to hear, understand, and distinguish speech in person and via telecommunications.

Salary : $80,000 - $85,000