Technical Support Lead - Ticketing System (3-8 yrs)

We are looking for an experienced Technical Support Lead to oversee and lead our technical support team, ensuring timely and efficient resolution of technical issues while providing high-quality customer service.

The ideal candidate will have extensive experience in technical support, leadership, and problem-solving, and be able to maintain and improve the service delivery of technical solutions to our clients.

Responsibilities :

- Lead and manage the day-to-day operations of the technical support team to ensure effective and efficient troubleshooting, issue resolution, and customer service.

- Act as the escalation point for complex technical issues and guide the team in troubleshooting and resolving critical issues.

- Provide hands-on technical support, including diagnosing software/hardware issues, network problems, and supporting end-user applications.

- Develop, implement, and maintain best practices, standards, and policies for the technical support team.

- Monitor team performance and customer satisfaction, ensuring KPIs and SLAs are consistently met.

- Manage and prioritize support tickets, ensuring high-priority issues are addressed promptly.

- Collaborate with cross-functional teams (e.g., product, engineering, sales) to ensure customer issues are resolved quickly and that product improvements are implemented where necessary.

- Conduct regular team training and knowledge-sharing sessions to improve technical skills and support capabilities.

- Prepare reports on team performance, issue trends, and resolutions for management and stakeholders.

- Oversee the creation and maintenance of technical documentation, FAQs, and troubleshooting guides.

- Stay updated with industry best practices, new tools, and technologies to improve team efficiency and

service quality.

- Provide feedback to management on resource needs, team dynamics, and any potential improvements to service offerings.

Requirements :

- 7+ years of experience in technical support, with at least 2 years in a leadership or supervisory role.

- Strong technical knowledge of [specify technologies, e.g., networking, systems administration, cloud platforms, hardware/software troubleshooting, etc.].

- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).

- Proven ability to manage, motivate, and mentor a technical support team.

- Excellent problem-solving skills and ability to work under pressure.

- Strong written and verbal communication skills, with the ability to communicate technical information to non-technical users.

- Ability to analyze performance metrics and make data-driven decisions.

- Strong organizational and time management skills, with the ability to handle multiple priorities and tasks.