Lead Technical Support

Tech Support Lead

Pay Rate: $1-$52/hr.

On-site 5 Days in Cupertino

Job Summary

We are seeking a highly motivated and experienced technical person to lead our technical

support team. In this role you work closely with our Tech Operations lead, and have day to day

responsibility for our ticketing system, the PD&M Portal, overseeing inventory reporting on

equipment and software, managing a team of contractors, and SLA for responses. This role

requires an experienced manager who can drive our support team to achieve operational

excellence, enhance customer satisfaction, and resolve the day to day technical support needs of

a global organization.

Key Responsibilities:

• Ticketing System Management: Oversee the operation of the PD&M Portal, ensuring

efficient ticket handling, resolution, and customer satisfaction.

• Inventory Reporting: Correlate and manage comprehensive reporting on the inventory of

equipment and software, ensuring accuracy and availability.

• Team Management: Lead & direct the day to day work assignments of a team of other

technical support contractors, fostering a culture of continuous improvement and

collaboration.

• SLA Management: Monitor and maintain SLAs, implementing strategies to ensure targets

are met or exceeded.

• Process Improvement: Continuously assess and improve processes and tools used by the

technical support team to increase efficiency and effectiveness.

• Customer Service Excellence: Uphold high standards of customer service, ensuring all

customer issues are resolved in a timely and satisfactory manner. Partner with Tech

Operations lead to solve more complex issues when needed

• Strategic Planning: Participate with Tech Operations lead in strategic planning to improve

technical support operations process and tools, with changing customer needs and traffic

patterns

• Vendor Management: Manage relationships with hardware/software vendors and

contractors to ensure high-quality services and cost-effectiveness.

• Training: Ensure effective onboarding of any new contract team members.

• Reporting and Analysis: Generate and analyze reports on team performance, ticketing

trends, and customer feedback to inform business decisions.

Required Skills and Qualifications:

• Has mentored, coached or led others

• Experience de-escalating conflict & resolving complex issues, knows when and how to

escalate as appropriate

• Experienced working across time zones - US and International - as our team is global

• Strong understanding of ticketing systems and inventory management software.

• Demonstrated organizational and prioritization skills

• Proven track record of managing SLAs and improving customer service.

• Excellent leadership and team management skills.

• Strong ability to analyze and solve technical problems using experience and judgment

• Excellent communication and interpersonal skills.

• Experience in process improvement and strategic planning.

• Ability to manage multiple priorities in a fast-paced environment.

Skills

Support, Technical support, Troubleshooting, Desktop, Hardware, mac, jamf, manage

Top Skills Details

Support, Technical support, Troubleshooting, Desktop, Hardware, mac, JAMF, manage

Additional Skills & Qualifications:

We currently have a tech team of six spread across Cupertino, Culver City, New York and London. This person will closely help mentor and manage that team. Hold weekly 1:1s, help with feedback, escalations, coaching, etc.

They will also be responsible for escalation tickets and looking to troubleshoot and mitigate where they can. Right now, PJ, is having to manage a lot of escalations and this person would run point on that with the portal. Would also work to allocate tickets to the team where needed.

-Needs OS troubleshooting for Mac OS and iOS

-Familiarity with customer products is a HUGE plus

-Onsite in IL 5 days week

Escalation ticket examples (more operations):

Tickets:

-Escalation for approvals outside of AOU policies

-When someone needs a new machine outside of AOU, PJ approves it.

-do some digging, make sure there are other options. Etc.

-Escalation for PIN codes, do they need the PIN code or can we go another route

-SLA, how long to close ticket and follow up to make sure tickets are closed

Some operational expertise and optimization

over 50%- managing, traffic control, high level reviews, 10-15% meeting with teams

Overseeing onboarding process, hardware return, etc.

Experience Level

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.