Technical Support Lead

Job Description

Technical Support Lead-Indianapolis, IN Our client is seeking a passionate and skilled Technical Support Lead to oversee and elevate their technical support operations. In this role, you'll manage a dedicated support team, address customer escalations, and design innovative processes to drive operational excellence. You will be the cornerstone of an exceptional customer experience strategy, ensuring timely communication, effective problem resolution, and team success. This position reports to the VP of Technology and Operations and requires a balance of leadership, operational expertise, and technical acumen. If you thrive in fast-paced environments and are driven to deliver world-class support, this could be your next great opportunity. Key Responsibilities

• Direct and oversee all aspects of helpdesk operations to ensure exceptional customer service.
• Manage and mentor a team of 3-5 helpdesk personnel, conducting regular performance reviews and personal development plans.
• Monitor and optimize team performance metrics, including ticket resolution times, customer satisfaction, and call volumes.
• Develop, implement, and document operational processes such as SLAs, escalations, and issue management frameworks.
• Actively engage with customers to de-escalate issues and resolve complex problems.
• Collaborate with internal teams, including customer success, to ensure effective scheduling and resolution of on-site service needs.
• Maintain and continuously improve reporting mechanisms to track team productivity, performance, and resource utilization.
• Establish and enforce accountability for communication updates on ticket status and resolution progress.
• Learn and maintain tier 1 knowledge of the company's product portfolio to assist with troubleshooting and customer inquiries.

Job Requirements

Qualifications

Preferred Skills

Salary : $80,000 - $85,000