Technical Support Lead

ParksideTech is an IT services and solutions company that specializes in working with businesses throughout Arizona to assess, recommend, implement and support IT solutions. With over 60 years of combined IT experience working with companies of all sizes, from small businesses to publicly traded corporations, ParksideTech is the perfect IT partner. Our expertise covers all our customers' IT needs.

Position Summary

The Technical Support Lead works to resolve escalated support requests from Technical Support Technicians and serves as a technical lead by providing training and guidance on technical resolutions to customer issues.

Duties & Responsibilities

• Utilize and apply advanced technical knowledge of the products, services, and technologies supported by the Service Delivery team to provide exceptional customer service with compassion and urgency.
• Oversee and delegate Service Delivery ticket queue to properly assign, follow up and resolve customer issues with compassion, urgency and professionalism.
• Manage and resolve escalated technical issues from the Technical Support Team, ensuring timely and effective solutions.
• Provide leadership and guidance to Technicians by helping to troubleshoot complex technical issues to resolve challenges while fostering a collaborative and positive working environment and promoting professional development.
• Collaborate with Systems Administrators for in-depth issue analysis and resolution.
• Train new Technical team members and conduct regular continuing education training sessions to enhance the technical skills of team members.
• Keep the team updated on new technologies and best practices in technical support.
• Work closely with Technical Support team members to improve the overall support workflow and efficiency, communication and address reoccurring or critical technical issues.
• Maintain comprehensive and up-to-date documentation of technical procedures, issue resolutions, and knowledge base articles.
• Ensure that team members adhere to documentation standards.
• Implement and monitor quality assurance processes to uphold high standards of customer support.
• Conduct regular audits of support interactions to identify areas for improvement.
• Support Service Delivery Manager with tracking and analysis of team performance metrics, such as ticket resolution time and customer satisfaction.
• Implement strategies to improve efficiency and meet performance targets.
• Engage directly with customers to understand their technical issues and communicate solutions effectively.
• Collaborate with the Service Delivery team to gather feedback and insights for continuous improvement.
• Proactively identify opportunities for process improvement within the Service Delivery structure.
• Contribute to the development and implementation of best practices in technical support.
• Other responsibilities as needed or assigned.

Qualifications, Skills & Abilities

• Exhibit strong technical skills in Microsoft 365 and Azure, Cloud phone systems, RMM management, VPN and remote user setup, WiFi, Network troubleshooting, switches routers, firewall, DNS configuration/troubleshooting, Windows server administrations including Active Directory, mail servers, IPv4 and IPv6, IIS (6.0 and higher) and DNS (Microsoft DNS and/or Bind)
• Communicate effectively with both technical and non-technical stakeholders through clear and concise verbal and written communication.
• Showcase strong analytical and problem-solving abilities to address complex technical issues efficiently.
• Possess excellent leadership skills with the ability to motivate, educate and guide a team toward common goals.
• Maintain a customer-centric mindset, prioritizing customer satisfaction in every interaction.
• Participate in on-call rotations.
• Valid driver’s license.

Education & Experience

• High School Diploma required. Bachelor's degree in a relevant technical field or possess equivalent work experience is strongly preferred.
• Show a solid track record in a senior technical support role, with at least 2 years of leadership experience.