Technical Support Lead - Impact Business Group
Indianapolis, IN
About the Job
Technical Support Lead-Indianapolis, IN
Our client is seeking a passionate and skilled Technical Support Lead to oversee and elevate their technical support operations. In this role, you'll manage a dedicated support team, address customer escalations, and design innovative processes to drive operational excellence. You will be the cornerstone of an exceptional customer experience strategy, ensuring timely communication, effective problem resolution, and team success. This position reports to the VP of Technology and Operations and requires a balance of leadership, operational expertise, and technical acumen. If you thrive in fast-paced environments and are driven to deliver world-class support, this could be your next great opportunity.
Key Responsibilities
- Direct and oversee all aspects of helpdesk operations to ensure exceptional customer service.
- Manage and mentor a team of 3-5 helpdesk personnel, conducting regular performance reviews and personal development plans.
- Monitor and optimize team performance metrics, including ticket resolution times, customer satisfaction, and call volumes.
- Develop, implement, and document operational processes such as SLAs, escalations, and issue management frameworks.
- Actively engage with customers to de-escalate issues and resolve complex problems.
- Collaborate with internal teams, including customer success, to ensure effective scheduling and resolution of on-site service needs.
- Maintain and continuously improve reporting mechanisms to track team productivity, performance, and resource utilization.
- Establish and enforce accountability for communication updates on ticket status and resolution progress.
- Learn and maintain tier 1 knowledge of the company's product portfolio to assist with troubleshooting and customer inquiries.
Qualifications
- 3+ years of experience in technical support, helpdesk, or service roles.
- At least 1 year of supervisory or team leadership experience in a technical support setting.
- Proficiency in Windows OS and SQL Server.
- Strong troubleshooting skills for both software and hardware issues.
- Excellent communication, negotiation, and interpersonal skills.
- Proven ability to prioritize tasks, manage high volumes of work, and execute with precision.
- Experience developing and optimizing cross-department frameworks and processes.
- Self-starter with a bias for action and demonstrated follow-through.
- Flexible management style capable of adapting to varying situations.
- Ability to hold team members accountable to expectations and performance goals.
Preferred Skills
- Familiarity with customer service techniques and best practices.
- Experience working in fast-paced, ambiguous technical environments.
- Strong problem-solving and decision-making abilities under pressure.
- Knowledge of performance tracking tools and methods for helpdesk operations.
Contract positions
Will be employed and paid hourly by iMPact Business Group. Benefits (medical, dental & vision) are available after 90 days of employment.
Permanent placed employees
Paid by and qualify for benefits in accordance with the policies of the hiring company.
Submit your resume today to be considered for this position. A recruiter will review within a business day or two and will reach back out to you if they would like to discuss next steps.
Internal Positions
We have several internal positions at iMPact that we are hiring for. Please view our internal positions here.
- Recruiters
- Account Managers
Learn more about working with iMPact Business Group
Source : Impact Business Group