Time Support Team Lead Jobs at isolved
Sample Time Support Team Lead Job Description
Time Support Team Lead
Scope of the Role
- The Time Support Team Lead is responsible for overseeing daily operations of the technical support team as well as participating as an active member of the team.
- As a Team Lead, the position will drive a team to deliver exception support through phone, emails, and chat. The Team Lead will lead by example, organize work, build and complete reports, handle escalated calls, help with projects, and ongoing training.
- The Team Lead(s) will work with; and report to the Time Support Manager. This position is an advocate in the overall culture, vision, and values of iSolved.
Responsibilities
- Oversee the day-to-day of the Support Team(s)
- Provide direct supervision of the technical support staff which may include: Evaluations, disciplinary actions, and recruitment
- Act as a mentor and provide oversight, coaching, and training's for the Support Team
- Provide support for both Internal and External Clients
- Record and track Service Levels, Adherence Reports, and Attendance Reports
- Assist in the creation of KPI's as well as monitor, coach, and report on results
- Provide; and receive feedback to internal and external clients in processes to better improve the support experience
- Approve RMA's daily
- Review all technical support related processes and documentations in the University
- Provide team huddles weekly to keep communication with technicians
- Create and close cases in NEtsuite
- Ensure there is queue coverage during working hours
Knowledge, skills, and abilities
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong Problem solving and communication skills
- Strong analytical skills to investigate and resolve customer support tickets
- able to multi-task effectively under time pressure
- Able to work with current technology and adapt to technology changes in a timely manner
- Previous experience managing more than one person
Current Openings for Time Support Team Lead Jobs at isolved
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In order to provide equal employment and advancement opportunities to all individuals, employment decisions at isolved will be based on merit, qualifications, and abilities. isolved does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.
In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for this position with our organization, please email Careers@isolvedhcm.com.