We are seeking an experienced and driven *technical support team lead* to manage and guide a level 1 support team of 10 agents. This role is ideal for someone who thrives in a fast-paced environment, has strong leadership skills, and is passionate about delivering high-quality support experiences to customers.
As a team lead, you will be responsible for mentoring team members, managing daily support operations, handling escalations, and ensuring consistent service excellence. You should have hands-on experience in both technical troubleshooting and people management.
*only english resumes will be reviewed*
*key responsibilities*
- lead, coach, and mentor a team of 5-10 level 1 technical support specialists.
- monitor and ensure daily performance targets (e.g., ticket resolution, response time, customer satisfaction) are being met.
- serve as a point of escalation for complex or irate customer issues, and work cross-functionally to resolve them.
- provide regular feedback, performance reviews, and support development plans for team members.
- maintain team schedules and ensure adequate coverage, including flexibility during peak periods.
- ensure adherence to slas and contribute to process improvements.
- support new hire onboarding and training initiatives.
- report team metrics and provide insights to leadership.
*required qualifications*
- *1-2 years of experience* as a team lead or supervisor in a technical support/help desk environment.
- proven experience coaching team members and managing escalated customer interactions.
- proficient in english and spanish
- strong interpersonal and conflict resolution skills.
- comfortable working with demanding and occasionally irate customers with professionalism and empathy.
- *bachelor’s degree* in computer science, information technology, engineering, or a related field.
- ability to quickly learn new systems, tools, and product knowledge.
- excellent written and verbal communication skills.
- willingness to work flexible hours to support team and business needs.
*preferred skills*
- familiarity with common help desk tools (e.g., zendesk, salesforce, freshdesk).
- knowledge of itil or similar support frameworks.
*if you're a proactive leader with a strong technical foundation and a passion for support excellence, we’d love to hear from you!