Team Lead - 2nd Level Software Support (24/7 Ops)

KNAPP; Kennesaw (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401k with generous employer match

Health, dental, vision, life insurance

Paid Vacation & Holidays

Profit Sharing

Tuition Reimbursement

Pet Insurance

Subsidized food delivery

Job summary

KNAPP seeks a Team Lead Software Support in Kennesaw, GA to oversee the 2nd Level Software Support team, monitor customer sites, and drive incident resolution. You will lead escalation handling and ensure 24/7 coverage with proactive problem solving.

The role requires coordinating with global KNAPP teams, conducting performance reviews, and delivering regular reports to leadership. A strong customer focus and ITIL knowledge are essential.

Qualifications

• Bachelor's degree in business and/or Logistics (preferred) or related field, or equivalent experience.
• 3+ years of experience in warehouse operations, supply chain, automated distribution environments, or related industries.
• Previous experience leading, mentoring, or supervising technical support teams preferred.
• Basic understanding of Linux, Java, Oracle, SQL, and warehouse control systems.
• Ability to lead and motivate teams in a high-pressure, fast-paced environment.
• Operational experience within an automated distribution facility
• Strong analytical and reporting skills.
• ITIL Foundation knowledge
• Excellent verbal and written communication skills
• Customer-focused mindset with a proactive approach to problem-solving.
• Proven organizational skills
• Strong interpersonal skills

Responsibilities

• Lead and mentor Software Support Engineers in the Kennesaw office.
• Conduct regular performance reviews, coaching, and team development activities.
• Foster a collaborative and customer-focused team culture.
• Ensure continuous monitoring of customer sites and proactive incident resolution.
• Maintain visibility over all active tickets and escalations.
• Drive root cause analysis and ensure proper documentation of incidents.
• Develop and manage rotating shift schedules to ensure 24/7 service coverage.
• Coordinate staffing for holidays, weekends, and emergency situations.
• Serve as the main point of contact for escalated incidents and service disruptions.
• Exercise sound judgment and decision-making authority during customer escalations and operational disruptions.
• Provide frequent updates to customers during escalations via email or bridge calls.
• Collaborate with KNAPP subsidiaries and subject matter experts for resolution.
• Identify and implement operational improvements and best practices.
• Provide regular performance and incident reports to senior leadership.
• Take ownership of team performance and foster a culture of responsibility.
• Align with Headquarters on all team duties, responsibilities, and operational expectations to ensure consistency with global standards.

Skills

Team leadership

Communication

Analytical skills

Problem solving

ITIL knowledge

Education

Bachelor's degree in business/logistics or related field

Tools

Linux

Java

Oracle

SQL

Job description

KNAPP seeks a Team Lead Software Support in Kennesaw, GA to oversee the 2nd Level Software Support team, monitor customer sites, and drive incident resolution. You will lead escalation handling and ensure 24/7 coverage with proactive problem solving.

The role requires coordinating with global KNAPP teams, conducting performance reviews, and delivering regular reports to leadership. A strong customer focus and ITIL knowledge are essential.