Darkhorse Tech, Inc. · 1 week ago
Technical Team Lead
United States
Full-time
Remote
Mid, Senior Level
$65K/yr - $75K/yr
1+ years expDarkhorse Tech, Inc. provides comprehensive Dental-Specific IT services to clients and is seeking a Technical Team Lead. In this role, you will guide and support service technicians, manage escalations, and drive customer service and KPIs for the team.
HardwareInformation TechnologySoftware
Responsibilities
Serve as the primary point of contact for all technician questions and issues
Serve as the primary point person monitoring Slack channels to ensure technicians are receiving ideas and guidance to resolve their tickets
Serve as the first line of defense for escalations; Manage high priority escalations with finesse and respond in a timely manner; Engage directly with customers and management and ensure robust status communication
Monitor the service board and Nilear to ensure technicians are completing tickets in a timely manner; Provide guidance or reassign tickets as needed when technicians are stuck and cannot move forward
Collaborate with Service Coordinators and Service Board Analysts to ensure effective flow of tickets
Provide additional support as needed on days that are busy or short-staffed
Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value
Drive Darkhorse service KPIs as a team and for each individual technician
Schedule and lead regular meetings with each technician on your team to discuss goals and commitments
Qualification
Required
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 from others
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 is required
1-2 years of customer service experience
Preferred
Experience in an MSP environment is highly preferred
Bachelor's degree in Information Technology or Computer Science is preferred
Company
Darkhorse Tech, Inc.
Darkhorse Tech Cyber Security, Cloud Hosting and Dental IT Support Company 🦷 #1 Dental IT Support Company 🦷 #1 Dental Cyber Security Company 🏆 Voted by dentists nationwide ⭐️ 5.0 Google rating | 500+ reviews
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Reuben Kamp
Chief Executive Officer
Company data provided by crunchbase