Hands-On Technical Support Team Lead

S. J. Rollins Technologies, Inc.; Bangor (ME); On-site; USD 90,000 - 120,000; Full time

Job summary

S. J. Rollins Technologies, Inc. is seeking a Team Leader to provide hands-on leadership for the Technical Support Team on the support floor. You will coach, mentor, and develop junior staff, resolve escalations, and partner with leadership to improve client outcomes.

The role emphasizes technical depth, real-time problem solving, and strong adherence to company standards and culture. You will spend significant time on the floor guiding technicians and ensuring quality service.

Qualifications

• Meet or exceed responsibilities of a Systems Administrator at S. J. Rollins.
• Understand ticketing workflow, dispatch, and escalation paths for client support.
• Lead and coach early/mid-career tech staff to build independence and ensure quality.

Responsibilities

• Serve as the primary leader for the Technical Support Team (~20 tech staff).
• Act as the first technical escalation point and ensure root causes are addressed.
• Walk the floor daily to review work, guide problem-solving, and reinforce standards.
• Review tickets for complete, documented, and standards-aligned resolutions; provide feedback.
• Identify recurring issues and drive fixes through training or process changes.
• Collaborate with the Coordinator on ticket assignment for complex requests.
• Model and enforce company culture and leadership practices on the floor.
• Conduct regular 1:1s, annual reviews, and performance discussions with team members.
• Support interviewing, onboarding, and backfill planning with HR and leadership.

Skills

Team leadership

On-floor leadership

Root cause analysis

Escalation management

Communication

Performance reviews

Coaching

KPIs awareness

Cross-functional collaboration

Mentoring

Job description

S. J. Rollins Technologies, Inc. is seeking a Team Leader to provide hands-on leadership for the Technical Support Team on the support floor. You will coach, mentor, and develop junior staff, resolve escalations, and partner with leadership to improve client outcomes.

The role emphasizes technical depth, real-time problem solving, and strong adherence to company standards and culture. You will spend significant time on the floor guiding technicians and ensuring quality service.