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Technical Support Team Lead - Levels 1&2

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Park Place Technologies

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Cork
    Remote

AI generated summary

  • You need a GED or diploma, tech support experience, leadership skills, ITIL Foundation, strong communication, advanced problem-solving, and the ability to excel in a fast-paced environment.
  • You will manage day-to-day team operations, mentor staff, oversee project delegation, handle service orders, process communications, and conduct regular meetings to review goals and metrics.

Requirements

  • GED, high school diploma, or higher.
  • Experience working in Technical Support.
  • Comprehensive knowledge of processes with an ability to continuously improve.
  • Able to work in fast-paced, “no idle time” environment.
  • Ability to be productive with minimal supervision; excellent time management skill set.
  • Display a strong team culture and leadership mindset, and the willingness to work with your peers.
  • Service management excellence, able to manage the most complex and severe service issues, while maintaining positive relationships with internal and external entities.
  • Strong understanding of the business and the functions of other departments.
  • Excellent understanding of all tools used in the department.
  • Mentor to develop team and peers.
  • Ability to exceed metrics consistently.
  • Complete multiple projects adding value to the department.
  • Customer experience focus. Excellent understanding of the business and the functions of other departments.
  • Advanced problem resolution skills.
  • Strong verbal and written communication skills.
  • Bachelor’s degree or 3rd Level qualification.
  • ITIL Foundation

Responsibilities

  • Ensure that the entire service lifecycle operates effectively, and is supported by the appropriate policies, procedures and standards that implement and enforce best practices, quality, and consistency on behalf of the department.
  • Effectively manage and delegate projects that improve processes, procedures, or systems over an evolving lifecycle to drive continued efficiency into the business.
  • Oversee day-to-day operations of the team, directing resources as necessary while continually driving efficiencies.
  • Mentors all roles in Global Remote Support.
  • Process email communications utilizing appropriate email platform, while responding or routing to the appropriate person or teams.
  • Dispatch Service Orders to the Field Engineering team once appropriate Action Plan and details have been added to the Service Order.
  • Rotating on-call schedule.
  • Document and complete regularly scheduled projects.
  • Schedules, leads, and participates positively and constructively in team meetings.
  • Bi-weekly 1-on-1 meetings with each member of your team to review KPI Goals and Metrics.

FAQs

What are the primary responsibilities of the Technical Support Team Lead - Levels 1&2?

The primary responsibilities include managing day-to-day operations, mentoring team members, overseeing service lifecycle processes, managing escalations, analyzing and improving existing processes, and conducting regular one-on-one meetings with team members to review KPIs.

What qualifications are required for this role?

A GED, high school diploma, or higher is required, along with experience in Technical Support and comprehensive knowledge of processes for continuous improvement.

Are there specific skills needed for this position?

Yes, candidates should possess excellent time management skills, strong leadership and team culture mindset, advanced problem resolution skills, and strong verbal and written communication skills.

What are the preferred qualifications for this role?

Preferred qualifications include a Bachelor’s degree or 3rd Level qualification and ITIL Foundation certification.

How often will one-on-one meetings be held?

One-on-one meetings will be held bi-weekly with each team member to review KPI goals and metrics.

Is there an on-call requirement for this position?

Yes, there is a rotating on-call schedule as part of the responsibilities.

What is the expected travel requirement for this role?

The travel requirement is less than 5%.

What qualities make an ideal candidate for the Technical Support Team Lead position?

An ideal candidate should demonstrate a customer experience focus, the ability to manage complex service issues, a proactive attitude towards mentoring, and the ability to consistently exceed metrics.

Will I need to participate in team meetings?

Yes, you will need to schedule, lead, and participate positively and constructively in team meetings.

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Park Place Technologies

From procuring to decommissioning, Park Place Technologies helps IT teams optimize IT lifecycle management.

Technology
Industry
1001-5000
Employees
1991
Founded Year

Mission & Purpose

Park Place Technologies is the global leader in data center and networking optimization, we work with more than 21,000 companies across the globe — boosting infrastructure performance and Uptime, maximizing IT staff and stretching budget.