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Leading Technical Support Operations
2 weeks ago
Job Description:
The Technical Support Team Lead is responsible for managing a team of technical support professionals, providing leadership and guidance to ensure the delivery of excellent customer service. This role involves leading daily stand-ups, managing queues and priorities, as well as coaching team members on triage, logs, and runbooks.
Key Responsibilities:
- Run daily stand-ups and manage queues, priorities, and escalations.
- Coach team members on triage, logs, and runbooks, conduct weekly QA scoring and 1:1s.
- Own shift rosters with Ops Lead and ensure 24x7 coverage without burnout.
Technical Triage & Incident Management:
- Act as initial incident commander for P1/P2 incidents, stabilize, isolate, parallelize workstreams.
- Validate signals from monitoring tools, correlation, and rollback/containment calls.
- Ensure clean handoffs to Infra L3 with complete context, logs, and timelines.
SLA, Quality & Tooling:
- Maintain >95% SLA on P2-P4 tickets, target MTTR down 20% in 90 days.
- Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.
- Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.
Knowledge & Prevention:
- Convert solved tickets to KB/runbooks, hit 80% runbook coverage for recurring issues.
- Raise Problem tickets for chronic incidents, drive RCAs and corrective actions with Infra/Dev.
- Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events).
Customer Communication:
- Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.
Must-Have Skills:
- Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
- Virtualization/cloud knowledge: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
- Security/monitoring skills: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
- Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
- ITIL Foundation certification or equivalent exposure.
Nice-to-Have:
- Tally/ERP hosting experience, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.
- Certifications: NSE-1/2, MS-900/SC-900, AWS CCP.
Success Metrics (first 90 days):
- SLA adherence ≥ 90% (P2-P4); P1 comm cadence met 100%.
- MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
- Runbook coverage ≥ 80% for top 20 recurring issues.
- Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.
