Darkhorse Tech, Inc. · 2 days ago

Technical Team Lead

United States

Full-time

Remote

Entry, Mid Level

$55K/yr - $65K/yr

1+ years exp

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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 the dispatcher 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 bi-weekly meetings with each technician on your team to discuss goals and commitments

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

PC hardware installationWindows scriptingTech support experienceCustomer service experienceMicrosoft WindowsMicrosoft OfficeCisco networksTraining experienceLeadership experience