Hands-On Technical Support Team Lead

Sjrollins; Bangor (ME); In loco; USD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

S. J. Rollins is seeking a Team Leader to provide hands-on leadership for the Technical Support Team, including Escalation management and quality oversight. You will coach technicians, review on-floor work, and drive improvements aligned with S. J. Rollins standards.

The role requires active floor presence, strong communication with coordinators and leadership, and ongoing development of staff toward Senior roles. This position emphasizes reliability, culture, and client outcomes.

Competenze

• Lead and coach a technical team of 20+ staff including Specialists and Junior Admins.
• Own escalations on the support floor and ensure root cause addressed.
• Model and enforce company standards and culture on the floor.

Mansioni

• Serve as primary leader for Technical Support Team alongside Coordinator.
• Be the first technical escalation point for difficult tickets.
• Spend significant time on the floor helping technicians and reviewing work.
• Review tickets for complete, documented solutions aligned with standards.
• Identify recurring issues and drive fixes through docs or training.
• Support interviewing, onboarding, and backfill planning with HR and leadership.

Conoscenze

Technical leadership

Coaching

Escalation management

Root-cause analysis

On-floor mentoring

KPIs awareness

Communication

Disciplinary handling

Descrizione del lavoro

S. J. Rollins is seeking a Team Leader to provide hands-on leadership for the Technical Support Team, including Escalation management and quality oversight. You will coach technicians, review on-floor work, and drive improvements aligned with S. J. Rollins standards.

The role requires active floor presence, strong communication with coordinators and leadership, and ongoing development of staff toward Senior roles. This position emphasizes reliability, culture, and client outcomes.