Remote Support Team Lead - Cloud & AVD Ops

Nerdio, Inc.; United States; À distance; USD 90 000 - 115 000; Plein temps

Avantages offerts par ce poste

Stock options

Unlimited PTO

Health and welfare plans

Life and disability plans

Retirement plan

Résumé du poste

Nerdio, Inc. is seeking a working team lead to manage a motivated group of Support Engineers in the AMER region. You will balance hands-on technical support with leadership, quality oversight, and process discipline to deliver a world-class support experience for Nerdio customers.

You will coach engineers, monitor SLA, review escalations, and drive cross-functional collaboration with Engineering, Product, and Sales teams to ensure consistent, scalable service across regions.

Qualifications

• 5+ years of technical support, cloud infrastructure, or enterprise systems experience.
• Strong experience with Azure Virtual Desktop and Intune environments.
• Comfortable leading peers; setting technical and operational standards.

Responsabilités

• Provide daily guidance and direction to Nerdio Support Engineers.
• Review cases for troubleshooting depth and communication clarity.
• Set expectations for case ownership and customer updates.
• Act as the first point of escalation for complex, high-priority cases.
• Support onboarding and ramping of new engineers.

Connaissances

Technical support

Azure Virtual Desktop

Intune environments

Leadership potential

Customer communication

Outils

Azure Admin certifications (AZ-104)

Azure Virtual Desktop Specialty (AZ-140)

Zendesk / ITSM tools

Description du poste

Nerdio, Inc. is seeking a working team lead to manage a motivated group of Support Engineers in the AMER region. You will balance hands-on technical support with leadership, quality oversight, and process discipline to deliver a world-class support experience for Nerdio customers.

You will coach engineers, monitor SLA, review escalations, and drive cross-functional collaboration with Engineering, Product, and Sales teams to ensure consistent, scalable service across regions.