Team Lead, Technical Support

• Management

• Manage team member time off requests ensuring adequate coverage
• Support the team in the review and improvement of existing processes and procedures
• Co-chair regular department meetings and mediate any personnel conflicts or issues that arise
• Review staff scheduling, peak-period holiday allowances, seating, and break time assignments

• Recruitment

• Assist Manager to manage and forecast the Support recruitment needs, soliciting input and support from the Support Leads, Manager and HR.
• Interview candidates (CV analysis, personality profiling, and skills assessment/ verification) in technical interviews and direct job shadow activities as needed.
• Screen resumes, shortlist eligible candidates for employment, and interview candidates (CV analysis, personality profiling, and skills assessment/ verification) via telephone; attend in-person technical interviews and direct job shadow activities as needed.
• Manage and oversee the probationary period of new hires

• Personnel development

• In support of the Manager, contribute to the growth and development of the Support team by providing hands-on leadership and support to Support staff
• Ensure progression plans, skills matrices, and SMART goals are reviewed and updated quarterly
• Correlate individual team member skills matrices to identify common training and development needs
• Maintain the team Skills Matrix for direct reports
• Coordinate with other Team Leads to ensure 'defense in depth' with all services and case types covered by multiple specialists and technicians
• Coordinate with Support Trainer, Manager and HR to support the team in developing soft skills such as professional communication, decision making, conflict management, resource management, etc.
• Collaborate with Manager to review on-boarding / training / development programs and manuals on a quarterly basis updating with relevant changes and creating new artifacts as needed.
• Develop an innate understanding of every employee's strengths, development needs, goals
• Mentor Support staff with complicated issues, setups, and integrations; verify proper setup and functionality before deployment to a client
• Manage the probationary period and annual individual performance assessments of all direct reports including the solicitation of 360 degree feedback from appropriate stakeholders

• Performance management

• Ensure all employees have annual SMART goals and manage employee progression against these SMART goals.
• Deliver comprehensive annual performance reviews (IPAs) for direct reports as scheduled by HR, specifically reviewing past accomplishments and agreeing to future SMART goals
• Manage team member vacation and time off requests including time in-lieu, ensuring adequate coverage
• Monitor and proactively manage requests for sick and unpaid time off
• Approve, monitor, and report on requests for remote work (no more than 2 days per month and not adjacent to a weekend or holiday)

• Current Operations

• Keep the Manager informed of all high profile cases and issues.
• Ensure all processes are comprehensively and accurately documented on the internal Wiki (to a disaster recovery standard,; i.e. a newcomer could use Wiki content to complete a standard case)

• Customer Service

• Oversee request and workflow queues to ensure all cases and inquiries are triaged and responded to properly and efficiently
• Assist the team with complex problem solving in technical and/or service-related areas; advise on complex cases; attend client calls; troubleshoot and report
• Report escalations/customer complaints/incidents, enterprise cases, work flow efficiencies and process development to Manager
• Manage quality and service expectations for the team

• Case Prioritization

• Assist and share resources with other Leads to resolve MAP, Message or project-related priorities.

• Oversee request and workflow queues to ensure all events/projects are tackled properly and efficiently
• Use internal reporting systems to help Leads allocate personnel resources accordingly
• Perform duties of a Senior Technician as business needs require
• Handle customer escalations and supervisor calls / manage internal escalations to Operations/Development teams
• Manage relationships with high profile customers, vendors and partners, and other Global Relay departments
• Intradepartmental Support

• Be the Manager's delegate to attend and contribute to Stakeholder reviews and brief the Manager, as required
• Non-personnel resource management, such as Support's telephone system
• Support tool development, maintenance, and improvements, such as Support's wiki space

• Assist Manager in developing and maintain reporting metrics for all Support activities
• Assist Manager on the case quality initiative with the Business Analysts
• Maintain confidence and protect operations by keeping information confidential

• Experience

• Minimum of 5 years of experience in SaaS Implementations or SaaS Technical Support
• Minimum of 5 years customer facing assistance roles
• A minimum of 1 year of previous training/instruction experience
• High level working knowledge of Global Relay systems (frontend and backend)

• Management Skills

• Proven proficiency in personnel leadership and workflow assessment
• Demonstrated ability to coach staff and provide developmental feedback; provide reporting on this to leadership.
• Engaging personality and proven ability to instruct a wide range of learning types.

• Office Skills

• Very strong professional written and verbal communication skills
• Ability to write and speak English fluently, with strong editing skills
• Exceptional time-management, organizational, and prioritizing skills
• Good knowledge of Salesforce and Confluence WIKI

• Attitude

• Goal oriented self-starter who can work independently and reliably with minimal supervision and has an appetite for continuous learning
• Comfortable working under pressure in a fast-paced environment and able to handle challenging situations with integrity, empathy and sincerity
• Strong work ethic with a willingness to multi-task and be flexible to take on varied responsibilities
• Detail-orientated and inquisitive with an interest in problem resolution
• Ability to impact day to day operations and effect change without being confrontational
• Good judgment to proactively and independently solve problems and make decisions
• A friendly, “can-do” attitude and customer focused approach

• Fast Paced/High Stress Internal and Customer Facing Leadership Role
• Dealing with High-Level Client Personnel (Partner/CEO/CCO)
• Delivering instructional courses while standing for extended periods of time
• Weekend and off hours availability for scheduled activities, urgent outages, and ad hoc escalations may be required on occasion.

Global Relay