Team Lead, Support

JOB TITLE: Team Lead, Support

DEPARTMENT: ERP

REPORTS TO: Support Manager

JOB LOCATION:  Remote (U.S. based

SUMMARY OF POSITION:

The Software Support Team Lead Manages and directs day-to-day employee activities of the assigned team and its members.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Schedule/Lead daily standup meetings to review any open blockers/escalations/issues.
• Manage team calendar/approve PTO/ensure adequate coverage of support queues.
• Manage team PTO accounts, and maintain timesheets for any hourly employees.
• Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions with each team member to assess annual goal progress/morale level/career trajectory.
• Communicate with Support Management on a daily/weekly/monthly basis, regarding team goals, continuing education, coaching efforts, and any other items as appropriate.
• Work with Support Manager to fill any open positions on the team.
• Ensure that open support items are handled timely and appropriately, managing all escalations to development or upper-tiered support members.
• Identify any issues on the team that could be impacting productivity and address them appropriately, either through coaching, performance improvement plans, or coordination with Support Management.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE): 

• 1+ year of supervisory and customer service experience.
• Acquired knowledge/education/experience/expertise of supervision, help desk functions, installation of & training in
  hardware and software, basic accounting skills along with bug creation, basic QC testing and project management skills.
• High School Diploma or GED

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York