Team Lead - Technical Support

About the role

The Technical Support Team Lead is responsible for overseeing the day-to-day operations of the technical support team while actively contributing as a senior support resource. The role focuses on driving operational excellence, mentoring team members, managing escalations, and ensuring high levels of customer satisfaction through effective performance management and continuous process improvement.

Responsibilities

• Oversee daily operations of the technical support team and ensure adherence to SLAs
• Act as the primary point of contact for technical and customer escalations
• Mentor, coach, and train technical support engineers to improve performance and skill depth
• Track and report on team SLAs, performance metrics, and operational KPIs
• Monitor and analyze key metrics including NPS, CSAT, FCR, AHT, and productivity
• Assess support interactions against defined quality and process standards
• Ensure customer inquiries and issues are resolved accurately, promptly, and professionally
• Review and improve technical support processes and documentation on an ongoing basis
• Provide timely feedback to team members and proactively address performance issues
• Set, monitor, and drive performance targets aligned with business goals
• Foster an open communication culture and a collaborative, high-engagement team environment
• Lead by example in professionalism, communication, and technical expertise
• Looking For
• 4+ years of strong experience managing customer-focused, performance-driven technical support teams
• 2+ years of team handling experience
• Mandatory Skills
• A. Technical / Functional Skills
• Strong analytical skills to investigate, troubleshoot, and resolve technical support issues
• Ability to review and improve support processes for efficiency and quality
• Experience working with support metrics and performance dashboards
• B. Soft Skills
• Excellent verbal and written communication skills
• Strong problem-solving and stakeholder management skills
• Ability to multitask and perform effectively under time pressure
• Proven people management and team leadership experience
• Experience mentoring, coaching, and developing support engineers
• Strong decision-making and escalation management capabilities
• Good to Have Skills
• Experience managing service and support-focused team cultures
• Exposure to global customer support environments
• Experience driving continuous improvement initiatives in technical support operations
• Bachelor's degree in Engineering, Technology, or a related field
• Relevant experience may be considered in lieu of formal education
• 5 working days per week
• Willingness to work US time zones / rotational shifts
• Flexibility to extend working hours during business peak periods
• Role may require flexibility based on operational and customer support needs

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Company Intel

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