Support Team Lead
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Job Summary
Leading a team of skilled Support Engineers, the full-time Support Team Lead will provide hands-on technical support, operational oversight, and quality control in a remote environment while ensuring a world-class support experience for customers.
Key responsibilities
- Provide daily guidance and direction to Support Engineers while reviewing cases for troubleshooting depth and documentation quality
- Act as the first point of escalation for complex cases and support the onboarding of new engineers
- Own day-to-day performance of the Support queue, monitor metrics, and ensure SLA adherence
Required qualifications
- 5+ years of technical support, cloud infrastructure, or enterprise systems experience
- Strong experience with Azure Virtual Desktop and Intune environments
- Comfortable leading peers and setting technical and operational standards
- Clear communication skills with both customers and internal stakeholders
- Strong diagnostic and troubleshooting mindset
Complete Job Description
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