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- Experience in process improvement and strategic planning.
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Lead Technical Support - Cupertino, United States - TEKsystems
![TEKsystems background](https://contents.bebee.com/companies/us/teksystems/background-zHaKC.png)
Description
:Tech Support Lead
(Contract/Managed Service)
Job Summary:
We are seeking a highly motivated and experienced technical person to lead our technical
support team. In this role you work closely with our Tech Operations lead, and have day to day
responsibility for our ticketing system, the PD&M Portal, overseeing inventory reporting on
equipment and software, managing a team of contractors, and SLA for responses. This role
requires an experienced manager who can drive our support team to achieve operational
excellence, enhance customer satisfaction, and resolve the day to day technical support needs of
a global organization.
Key Responsibilities:
Oversee the operation of the PD&M Portal, ensuring
efficient ticket handling, resolution, and customer satisfaction.
Correlate and manage comprehensive reporting on the inventory of
equipment and software, ensuring accuracy and availability.
Lead & direct the day to day work assignments of a team of other
technical support contractors, fostering a culture of continuous improvement and
collaboration.
Monitor and maintain SLAs, implementing strategies to ensure targets
are met or exceeded.
Continuously assess and improve processes and tools used by the
technical support team to increase efficiency and effectiveness.
Uphold high standards of customer service, ensuring all
customer issues are resolved in a timely and satisfactory manner. Partner with Tech
Operations lead to solve more complex issues when needed
Participate with Tech Operations lead in strategic planning to improve
technical support operations process and tools, with changing customer needs and traffic
patterns
Manage relationships with hardware/software vendors and
contractors to ensure high-quality services and cost-effectiveness.
Ensure effective onboarding of any new contract team members.
Generate and analyze reports on team performance, ticketing
trends, and customer feedback to inform business decisions.
Required Skills and Qualifications:
Support, Technical support, Troubleshooting, Desktop, Hardware, mac, jamf, manage, genius
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.
We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.
As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.
That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.