Job Title: Team Leader, Support Services
Reports To: Manager, Support & Managed Services
About the Role
As the Technical Support Lead, you will play a key role in ensuring a superior customer service experience while overseeing the management and resolution of technical support inquiries. You will be responsible for providing mentorship to the support team, maintaining efficient ticket workflows, and ensuring that all support requests are prioritized and resolved promptly. This role is critical to maintaining high performance standards and fostering continuous improvement within the team.
What You’ll Do
-
Provide exceptional customer service for incoming technical support inquiries via phone, chat,
-
and email, ensuring all issues are resolved promptly and professionally.
-
Work on tickets based on priority and chronological order, unless directed otherwise by the
-
Manager or Director.
-
Ensure ticket compliance, closure tasks, and accurate documentation of all support interactions.
-
Document correspondence with customers, vendors, partners, and team members in the support ticket system for effective communication and tracking.
2. Team Leadership & Development:
-
Offer critical coverage to maintain Help Desk staffing and ensure seamless customer support operations.
-
Mentor and coach the Support Team to ensure adherence to processes and best practices.
-
Lead daily team huddles to keep the team aligned, discuss ongoing issues, and set priorities.
-
Assist with the onboarding process for new staff, ensuring a smooth integration into the team.
-
Escalate performance issues within the team to your Manager or Director to drive
-
improvements.
3. Ticket Management & Workflow:
-
Monitor and manage the support ticket system to schedule and prioritize tasks, ensuring timely responses and updates for all incoming inquiries.
-
Follow up on your own and your team’s tickets daily, ensuring they are properly scheduled and actioned according to the set processes.
-
Oversee ticket escalation processes and intervene when necessary to ensure customer
-
satisfaction and resolution.
-
Ensure adherence to ticket hygiene standards, ensuring all tickets are properly documented and tracked.
4. Performance Management & Reporting:
-
Achieve Service Delivery Quotas and Key Performance Indicators (KPIs) identified in the Job Role
-
Success Criteria.
-
Regularly manage and follow up on KPIs to ensure performance targets are met.
-
Work with other Team Leads to identify opportunities for performance optimization and
-
enhancement of Broadview Networks’ operations.
5. Process & Documentation:
-
Manage change requests for customer environments using established documentation tools.
-
Ensure that processes are followed in every aspect of ticket resolution and that team members comply with internal standards and documentation guidelines.
6. Professional Development:
-
Utilize downtime for professional development, focusing on self-study and improving technical expertise.
-
Demonstrate successful use of downtime to complete self-study professional development.
7. Other Duties:
-
Perform other duties as assigned to contribute to the continuous improvement of the support department.
What You Bring
-
Proficient in Microsoft Office including Word, Excel and Outlook.
-
Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
-
Experience working with ticket tracking applications.
-
Experience with Microsoft products including all recent versions of Microsoft Windows Server,
-
Active Directory, Exchange and SharePoint Online.
-
Ability to identify and diagnose technical issues in a timely fashion.
-
Experience with corporate Anti-Virus, Cloud Backup and Firewall technologies is an asset.
Diversity, Equity, and Inclusion: At MSP Corp, we believe that diversity, equity, and inclusion are essential for fostering a healthy and innovative work environment. We are committed to creating a workplace where everyone, regardless of age, gender, ethnicity, sexual orientation, ability, or any other characteristic, feels valued and respected. We encourage applications from individuals of diverse backgrounds and perspectives and ensure a fair and inclusive recruitment process.
