Technical Support Team Lead

Job Title

Technical Support Team Lead

Job Description Summary

The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.

Job Description

Job Position: Virtual Genius Bar

Business Title: Technical Support Team Lead

                                                             

REPORTS TO: Midwest Territory Manager

CLASSIFICATION: Exempt

 

Role Overview

The Technical Support Team Lead oversees daily internal support operations for the Virtual Genius Bar, technical staff, and workplace technology systems. The team lead ensures corporate employees receive timely assistance for all hardware, identity management, and business application needs.

Key Responsibilities

• Daily Management: Oversee shift activities, manage attendance, and adjust daily schedules to match call or message volume.
• Agent Coaching: Monitor live interactions, evaluate performance, and provide regular feedback to improve soft skills.
• Escalation Handling: Take over difficult customer calls or chats when agents need help resolving a tense situation.
• Performance Tracking: Review key metrics like Average Handle Time (AHT) and customer satisfaction scores.
• Team Support: Assist with hiring, onboard new staff, and help train the team on new products or tools.

Responsible for but not exclusive to the following:

• Provides oversight and supervision of team of Technical Support Associates
• Scheduling and resource management for the team.
• Responsible for performance management process including performance feedback, performance evaluations.
• Escalation Management
• PC break fix support for the business within market.
• Facilitation of onboarding and off-boarding.
• MS Teams support.
• Mobile phone/device support (IOS & Android).
• Training end-users and assisting with deployment of new technology.
• Assist remote support staff when additional resources are required.
• Maintain established service level agreements to meet customer expectations and quality standards.
• Support for North American Brokerage and Valuation and Advisory service lines, including company executives.
• Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.

ACCOUNTABILITIES

• Daily work routines
  • Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
  • Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
  • Providing documented input to keep knowledge-based articles and procedural documentation up to date.
  • Provide proper ticket and incident management.
  • Ensure onboarding, off-boarding, and asset management processes are followed.

• Request Management
  • Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
  • Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
• Incident Management
  • Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
  • Provide accurate and clear resolution documentation within the incident ticket.
  • Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
  • Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
  • Responsible for 2nd level point of escalation from Service Desk.
  • Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
• Problem Management
  • Assist with trend and root cause analysis.
  • Proactively identify and communicate problem trends found as part of incident resolution.
• Technology Enablement
  • Complete in-house training on new technologies, services, processes, and policies as they are released.
  • Conduct information sessions aimed to promote end user adoption of technology products and services.
  • Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
• Project Work
  • Participate in or provide feedback to project testing stages.
  • Support projects as required for supported sites.
• Metrics, Reporting & Service Performance
  • Monitor operational metrics including SLA performance, ticket backlog, first-contact resolution, aging tickets, customer satisfaction, and technician productivity.
  • Prepare recurring performance reports, dashboards, and operational summaries for leadership review.
  • Identify service trends, recurring issues, and performance gaps that require corrective action or process improvement.
  • Use ServiceNow and other reporting tools to track team workload, demand patterns, and service outcomes.
  • Partner with leadership to define and improve key performance indicators for the Virtual Genius Bar service.

 

MINIMUM REQUIREMENTS

• Bachelor's degree or equivalent experience; related computing field preferred.
• 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).
• Knowledge of IT processes, general controls, project management, and system development life cycles.
• ITIL Foundation certification or knowledge is a plus.
• Industry-related technical certificates are a plus or any similar combination of education and experience.
• Has supervisory experience / skillset.
• Excellent Soft Skills including:
  • Customer service, including written and verbal communication.
  • Conflict resolution.
  • Strong analytical and problem-solving skills.
  • Strong interpersonal skills required to interact with end user clients and team members across the organization.
  • Time management skills, to balance and prioritize work.
  • Ability to work independently and as part of a team.
• Proficient with Windows OS.
• Proficient with MS Office 365, including MS Teams.
• Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
• Active Directory, Intune and Azure fundamentals.
• Familiar with remote support tools.
• Mac experience is a plus.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

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