Technical Team Lead

Knowledge of PC hardware installation, repair, testing, and troubleshooting Knowledge of scripting within a Windows environment Familiarity of Microsoft Windows and Office applications Familiarity of Cisco networks Proven troubleshooting and problem-solving skills Organization and attention to detail Ability to multitask Ability to work independently without assistance Ability to manage and direct the work of others 1-2 years of tech support experience 1-2 years of leadership and training experience in an IT environment Experience in an MSP environment is highly preferred 1-2 years of customer service experience Bachelor's degree in Information Technology or Computer Science is preferred

Serve as the primary point of contact for all technician questions and issues Monitor Slack channels for technician guidance Act as first line of defense for escalations, managing high priority issues Engage directly with customers and management for escalations Monitor service board to ensure timely ticket completion Provide guidance or reassign tickets when technicians are stuck Collaborate with Service Coordinators and Service Board Analysts for ticket flow Provide additional support during busy or short-staffed days Drive customer satisfaction, technical proficiency, and support timeliness Drive Darkhorse service KPIs as a team and for individual technicians Schedule and lead regular meetings with technicians to discuss goals