The Support Desk Team Lead with Technical Account Management Experience will oversee the daily operations of the support desk team while also leveraging their experience as a Technical Account Manager (TAM) to provide expert support and maintain strong relationships with key clients. This role requires a blend of leadership, technical expertise, and client management skills to ensure high-quality service delivery and customer satisfaction. Reporting to Head of Customer Success, other highlights include:
Team Management: Lead and mentor the support desk team. Provide guidance, training, and support to ensure team members are equipped to handle client issues effectively.
Operational Oversight: Manage the day-to-day operations of the support desk. Ensure timely and accurate resolution of support tickets and adherence to service level agreements (SLAs).
Process Improvement: Work with the Head of Customer Success to develop and implement processes and best practices to improve efficiency and quality of support. Monitor key performance indicators (KPIs) and drive continuous improvement initiatives.
Escalation Management: Handle escalated issues and ensure resolution in a timely and satisfactory manner. Act as a point of contact for complex technical problems that require advanced troubleshooting.
Client Relationship Management: Develop and maintain strong relationships with key clients. Serve as a trusted advisor and primary point of contact for technical issues and account management.
Technical Support: Provide expert-level support and troubleshooting for clients. Ensure successful deployment, adoption, and utilization of products and services.
Proactive Engagement: Conduct regular check-ins with clients to review performance, address concerns, and identify opportunities for additional services or solutions.
Feedback Loop: Act as a liaison between clients and internal teams (e.g., Product, Engineering, Sales). Communicate client feedback and collaborate with internal teams to drive improvements and address client needs.
Support: Reporting to and providing overall support to the Head of Customer Success
Reporting and Analysis: Generate and analyze reports on support desk performance and client account health. Provide insights and recommendations for improvement.
Training and Development: Create and deliver training sessions for both the support desk team and clients. Develop documentation and resources to support team and client knowledge.
Collaboration: Work closely with other departments to ensure alignment and effective resolution of client issues. Participate in cross-functional projects and initiatives as needed.
Project Management: Capable of managing multiple accounts and projects simultaneously.
Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent experience)
Minimum of 5 years of experience in a technical support role, with at least 2 years in a leadership position. Prior experience as a Technical Account Manager is essential.
Strong technical background with proficiency in troubleshooting software and hardware systems. Familiarity with relevant technologies and tools (e.g., Service Now, Azure Dev Ops).
Proven ability to lead and motivate a team. Excellent organizational and time management skills.
Strong client relationship management skills. Demonstrated ability to understand client needs and deliver exceptional customer service.
Excellent verbal and written communication skills. Ability to explain complex technical concepts to non-technical stakeholders.
Strong analytical and problem-solving abilities. Proactive in identifying issues and implementing solutions.
Experience in a similar industry or with similar products.
Relevant certifications (e.g., PMP, ITIL, or relevant technical certifications).
Familiarity with agile methodologies and practices.
