Search for Technical Support Team Leader roles in Troy, MI, requiring 4+ years of experience, with a focus on IT services, for a full-time position, and offering career advancement opportunities.

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Technical Support Team Leader

Troy, MI

4 years + Experience

IT Services

Full Time

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The role of Technical Support Team Leader at Awecomm revolves around not just leading the technical support team but also fostering an environment that ensures efficiency, customer satisfaction, and continuous improvement. This person is fundamentally hired to enhance the client experience by streamlining ticket processing and troubleshooting technical issues while nurturing team dynamics and mentoring team members. The responsibilities related to leading the Service Desk and Onsite teams suggest that the firm values a hands-on approach to leadership, where the leader is expected to model exceptional service and uphold best practices. Candidates will likely face challenges such as managing team performance under tight service level agreements (SLAs), navigating client concerns, and ensuring a seamless feedback loop with other teams, all of which require an adaptive approach to leadership in a technology-driven landscape. Success in this position would involve not just meeting operational targets but also creating a cohesive team culture that thrives on learning and client-centric initiatives.

Company Analysis:

Awecomm operates in the IT services space, focusing on delivering comprehensive solutions to small and midsize businesses, which positions it as both a trusted partner and a driver of technological innovation in a competitive market. This focus on being a strategic IT partner suggests a nurturing environment that emphasizes collaboration and accountability. The company's values—transparency, helpfulness, and a drive for exceptional service—indicate a cultural commitment to both employee engagement and client success. For someone in the Technical Support Team Leader position, this culture might resonate strongly with their efforts in leading and engaging the team to achieve client satisfaction. Within the organizational framework, this role interacts with both technical teams and management, offering significant visibility and the opportunity to influence operational improvements. Furthermore, given the emphasis on a proactive service and continuous improvement, this role is strategically aligned with Awecomm's mission to help clients innovate and achieve success through technology.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Describe a time when you successfully led a team in resolving a technical issue. What steps did you take, and what was the outcome?
Can you provide an example of how you handled a customer service challenge while leading a team? What did you learn from that experience?
Tell me about a project or initiative you led that significantly improved team performance or client satisfaction. What impact did it have?
How do you prioritize tasks in a high-pressure environment where multiple tickets are coming in simultaneously?
What strategies do you employ to ensure your team is consistently meeting SLAs and maintaining high service standards?
How do you assess the effectiveness of team processes, and what steps do you take to improve them?
Can you walk us through your approach to training and mentoring new team members in a technical support context?
Imagine you are faced with a significant escalation from a high-priority client regarding unresolved issues. How would you manage this situation?
How would you approach implementing an automation initiative that could improve ticket processing for the technical support team?
Why are you interested in the Technical Support Team Leader role at Awecomm, and how do you see yourself contributing to our mission?
How do you think your leadership style aligns with our company's emphasis on transparency and exceptional service?
What do you think the greatest challenges are in leading a technical support team, and how would you address them?
What questions do you have about our team culture and the strategic goals for the technical support department at Awecomm?
Can you share your thoughts on the importance of continuous learning in the rapidly evolving technology landscape?

Job Details

Overview Company

Technical Support Team Leader

Awecomm

6 months ago

Highlight

OnsiteFull-time4+ yearsMid

Summary

Awecomm is seeking a Technical Support Team Leader to join their team in Troy, MI. The role involves leading and assisting the technical support team with service desk and onsite activities, ensuring efficient ticket processing and customer service.

About the Role

As a Technical Support Team Leader, you will lead the technical support team, including the Service Desk and Onsite teams, to ensure efficiency and adherence to processes. You will manage ticket processing, troubleshoot hardware and software issues, maintain documentation, onboard clients, and escalate issues as needed. You will also support team members to achieve SLA and client satisfaction goals, optimize quality review processes, and mentor new hires. Additionally, you will coordinate team schedules, assist with support ticket processing, and provide after-hours support as part of an on-call rotation.

About You

Required:

Bachelor’s degree or experience in a related field.
4+ years of experience in a technical support role.
4+ years of customer service experience.
Proven leadership skills, including leading team meetings and knowledge transfer.
Excellent communication and writing skills.
Proven ability to provide exceptional client service.
Effective decision-making and critical thinking skills.

Preferred:

Demonstrated passion for technology and client service.
Ability and passion to continuously learn new technologies in a fast-paced environment.
Experience leading successful initiatives or special projects.
Ability to identify and improve job processes, including automation.

Benefits

Competitive pay and benefits, including 401k Plan with company match.
Profit sharing plan.
Career advancement with free career development.
Casual work environment.
24/7 onsite fitness center.
Access to onsite golf simulator.
Onsite full-service café.
Office lounge, snacks, and free flavored water and soft drinks.
Team recognition program – earn points toward swag, gift cards, & more.

Awecomm

Awecomm is a strategic IT Partner who utilizes a top-down, business first model to solve real challenges like efficiency and productivity, employee experience, and client retention. We are passionate about technology and obsessed with producing great results.

Our top-down IT approach starts by defining your business goals first, and then putting the proper strategies, processes, and tools in place to help you accomplish them. This approach holds us accountable for producing real business results, rather than temporary tactical fixes. It also provides all the advantages of an exceptional internal IT services team who has skin in the game.

Overall, our main purpose is to help great people advance and great companies thrive.

Troy, MI