Technical Support Lead

Summary

Join our dynamic team at BlackStone eIT as a Technical Support Lead. In this leadership role, you will guide the technical support team, ensuring high-quality client support and prompt issue resolution. You will foster a culture of excellence, manage a team of specialists, and serve as the escalation point for complex issues. Responsibilities include developing best practices, monitoring support tickets, providing training and mentorship, and collaborating with cross-functional teams. You will also create and analyze reports, and communicate effectively with customers. This position requires a Bachelor's degree and significant experience in technical support leadership.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 8+ years of experience in technical support lead, including 3+ years in a seniority position
• Strong technical knowledge and problem-solving skills
• Excellent interpersonal and communication skills, with a strong customer-focused mindset
• Experience with support ticketing systems and reporting tools
• Ability to mentor and develop team members effectively
• Proven ability to manage complex technical issues and prioritize tasks effectively

Responsibilities

• Lead and manage a team of technical support specialists, providing guidance, motivation, and performance evaluations
• Serve as the primary escalation point for complex technical support issues and ensure timely resolution
• Develop and implement best practices for support processes and workflows to improve customer satisfaction
• Monitor support ticket volumes and trends, ensuring appropriate staffing and resource allocation
• Provide training and mentorship to team members, enhancing their skills and knowledge
• Maintain strong relationships with cross-functional teams to facilitate collaboration on product issues and enhancements
• Create and analyze reports on support activities, identifying areas for improvement
• Communicate effectively with customers about their issues, ensuring transparency throughout the support process

Preferred Qualifications

Familiarity with ITIL or other service management frameworks is a plus

Benefits

• Paid Time Off
• Work From Home
• Performance Bonus
• Training & Development