Technical Support Team Leader

Job Summary: The Technical Support Team Leader will be responsible for supervising and guiding a team of technical support engineers/executives to ensure efficient resolution of customer issues. The role requires strong technical knowledge, leadership skills, and a focus on maintaining high levels of customer satisfaction and team performance.

Key

Responsibilities:·        Lead, mentor, and supervise a team of technical support representatives.

·        Monitor daily operations to ensure timely resolution of customer queries, incidents, and service requests.

·        Provide hands-on technical support for complex or escalated issues.

·        Develop team performance metrics (SLAs, CSAT, FCR) and ensure targets are met.

·        Conduct regular training sessions to enhance product and troubleshooting knowledge.

·        Manage shift schedules, workload distribution, and escalation procedures.

·        Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues.

·        Prepare regular performance and incident reports for management.

·        Maintain documentation for processes, FAQs, and knowledge base articles.

·        Identify process improvement opportunities to increase efficiency and service quality.

Required Skills &

Qualifications:·        Bachelor’s degree in Computer Science, Information Technology, or related field.

·        3-5 years of experience in technical support, with at least 1–2 years in a leadership/supervisory role.

·        Strong understanding of IT systems, networks, and troubleshooting tools.

·        Excellent problem-solving, analytical, and communication skills.

·        Proven ability to manage team performance and motivate staff.

·        Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk).

·        Ability to handle high-pressure situations and multiple priorities.

Preferred Qualifications:·        Experience in supporting SaaS or enterprise software environments.

·        Knowledge of CRM systems, APIs, or cloud technologies.

·        

Ability to handle

a team is a must Key Performance Indicators (KPIs):·        SLA adherence rate

·        Customer satisfaction (CSAT/NPS)

·        First call resolution rate

·        Ticket backlog and response time

·        Team productivity and attrition rate