Team Lead, Support

i3 Verticals, LLC; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

i3 Verticals is seeking a Team Lead, Support for its Temple, GA office. You will guide day-to-day activities of the support team and drive service quality, schedule standups, and coordinate with management.

The role emphasizes coaching, PTO management, resource planning, and escalation handling, plus hiring support. A 1+ year supervisory background and strong customer-service skills are required; MS SQL is a plus.

Qualifications

• 1+ year of supervisory and customer service experience.
• Proven track record in supervising help desk functions; hands-on hardware/software installation and training.
• Experience with hardware, software, and networking troubleshooting.
• Familiarity with bug creation, basic QC testing, and project management.
• MS SQL for data querying or troubleshooting a plus.
• High School Diploma or GED.

Responsibilities

• Schedule/Lead daily standup meetings to review blockers/escalations/issues.
• Manage team calendar, approve PTO, ensure adequate coverage of support queues.
• Maintain PTO accounts and timesheets for hourly employees.
• Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions.
• Communicate with Support Management on team goals, education, coaching efforts, and other items.
• Work with Support Manager to fill open positions on the team.
• Ensure open support items are handled timely and escalated to development or upper-tiered support.
• Identify productivity issues and address them via coaching, PIP, or coordination with Support Management.

Skills

Supervisory experience

Help desk

Hardware installation

Networking troubleshooting

Bug tracking

QC testing

Project management

MS SQL

Education

High School Diploma or GED

Job description

i3 Verticals is looking for candidates to fill a Team Lead, Support role in our Temple, GA office. This role is responsible for managing and directing the day-to-day employee activities of the assigned team and its members.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Schedule/Lead daily standup meetings to review any open blockers/escalations/issues.
• Manage team calendar/approve PTO/ensure adequate coverage of support queues.
• Manage team PTO accounts, and maintain timesheets for any hourly employees.
• Develop and manage annual goals for the team, scheduling and completing quarterly coaching sessions with each team member to assess annual goal progress/morale level/career trajectory.
• Communicate with Support Management on a daily/weekly/monthly basis, regarding team goals, continuing education, coaching efforts, and any other items as appropriate.
• Work with Support Manager to fill any open positions on the team.
• Ensure that open support items are handled timely and appropriately, managing all escalations to development or upper-tiered support members.
• Identify any issues on the team that could be impacting productivity and address them appropriately, either through coaching, performance improvement plans, or coordination with Support Management.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• 1+ year of supervisory and customer service experience.
• Proven track record in supervising help desk functions, hands-on experience with hardware/software installation and training.
• Experience with hardware, software, and networking troubleshooting.
• Familiarity in bug creation, basic QC testing, and project management.
• MS SQL for data querying or troubleshooting a plus.
• High School Diploma or GED.

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York

Qualifications

Skills

Behaviors

Motivations

:

Education

Required

High School or better.

Experience

Required

1+ year of supervisory and customer service experience.

Licenses & Certifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.