What are the responsibilities and job description for the Technical Support Team Lead position at Insight Global?
About Insight Global
Insight Global is a leading provider of IT support and services, dedicated to delivering exceptional results for our clients. We are seeking a highly skilled and experienced Technical Support Team Lead to lead our onsite service desk team at a client location in Zionsville. The successful candidate will be responsible for managing a team of Tier One and Tier Two support technicians, providing technical guidance and mentorship, and ensuring timely and effective resolution of support requests.
Job Overview
The Technical Support Team Lead will play a critical role in ensuring the delivery of high-quality IT support services to our clients. This includes overseeing daily operations, monitoring performance metrics, and implementing process improvements to enhance service delivery. The ideal candidate will have strong leadership and team management skills, with experience in using IT service management tools such as ServiceNow.
Key Responsibilities
- Team Management: Lead, mentor, and manage a team of Tier One and Tier Two support technicians.
- Service Delivery: Oversee daily operations of the service desk, monitor and manage performance metrics, and ensure adherence to service level agreements (SLAs).
- Process Improvement: Identify areas for improvement, implement best practices, and collaborate with other IT teams to streamline workflows.
- Customer Support: Act as an escalation point for complex or high-priority issues, maintain strong relationships with clients, and ensure customer satisfaction through proactive communication and follow-up.
About the Ideal Candidate
We are looking for a highly motivated and experienced Technical Support Team Lead who possesses excellent leadership and communication skills. The ideal candidate will have a strong background in IT, with experience in service desk management and IT service management tools. A bachelor's degree in Information Technology or a related field is required, along with 5 years of service desk management experience. Strong proficiency in Microsoft technologies and ITIL certification are also desired.
Benefits and Salary
The Technical Support Team Lead will receive a competitive salary range of $40-70 per hour, depending on experience. Eligibility for benefits and paid overtime is also available.
Salary : $40 - $70
