Team Lead, Support

JOB TITLE

Team Lead, Support

DEPARTMENT

Justice Tech

REPORTS TO

Support Manager

JOB LOCATION

Temple, GA

SUMMARY OF POSITION

i3 Verticals is looking for candidates to fill a Team Lead, Support role in our Temple, GA office. This role is responsible for managing and directing the 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.
• Proven track record in supervising help desk functions, hands-on experience with hardware/software installation and training.
• Experience with hardware, software, and networking troubleshooting.
• Familiarity in bug creation, basic QC testing, and project management.
• MS SQL for data querying or troubleshooting a plus.
• High School Diploma or GED.

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