Support Center Team Lead — Remote & World-Class Service

Locknet-Managed-I; Waterloo (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

Locknet Managed IT, an EO Johnson company, seeks a motivated leader to supervise a team of Systems Administrators delivering remote support to clients. This role coaches staff, removes roadblocks, and drives a world-class customer experience.

You will review performance metrics, develop training plans, and report on staffing, onboarding, and SLA attainment. A college degree and 4 years of service experience are preferred.

Qualifications

• Minimum requirements include a college degree in information services, business supervisory management or a related field.
• 4 years of customer service experience are preferred.
• Excellent written and verbal communication skills are essential.
• Strong analytical and problem solving abilities are required.
• Ability to prioritize effectively in a fast-paced environment.

Responsibilities

• Lead and develop the Support Center Systems Administrators team.
• Oversee customer issues and ensure long-term resolutions.
• Monitor queues, assign work, and balance workloads.

Skills

Customer service

Technical troubleshooting

Communication

Analytical thinking

Prioritization

Team collaboration

Problem solving

Education

College degree in information services, business supervisory management or related field

Tools

Windows OS

Job description

Locknet Managed IT, an EO Johnson company, seeks a motivated leader to supervise a team of Systems Administrators delivering remote support to clients. This role coaches staff, removes roadblocks, and drives a world-class customer experience.

You will review performance metrics, develop training plans, and report on staffing, onboarding, and SLA attainment. A college degree and 4 years of service experience are preferred.