Team Lead, Technical Services

Axis Communications; Chelmsford (MA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Training & Tuition Reimbursement

Health, Dental, Vision

Paid Parental Leave

Sabbatical after 5 years

401(k) with employer matching

Job summary

Axis Communications seeks a Team Lead, Technical Services to guide a high-performing team delivering world-class support to customers. You will mentor staff, manage performance, and drive continuous improvement across helpdesk channels while promoting innovation and collaboration.

The role requires 5+ years in service/support, 2+ years leading people, and experience with Salesforce. You will oversee training, scheduling, and metrics to optimize service quality within a dynamic security/IT

Qualifications

• Bachelors degree in computer science or related IT field.
• Five or more years of professional experience in a service or support environment.
• Two or more years of people-leadership experience.
• Experience with Salesforce and other support ticketing systems.

Responsibilities

• Lead, coach, and mentor team members to enhance skills and performance.
• Manage team performance, including conflict resolution and daily direction.
• Ensure timely handling of service requests and evaluate processes for improvement.
• Conduct performance assessments and create development plans.
• Gather and analyze metrics to improve efficiency and service delivery.
• Recruit and onboard new staff, promoting a growth-oriented culture.

Skills

Business Acumen

Strategic Thinking

Leading Change

People Leadership

Emotional Intelligence

Cross-functional Collaboration

Problem Solving

Self-Starter

Presentation Skills

Data Analysis

Education

Bachelor7s degree in computer science or related IT field

Tools

Salesforce

Support ticketing systems

Job description

Job Title: Team Lead, Technical Services

Job Description

We are seeking a highly motivated and experienced Team Lead, Technical Services to join our high‑performing team in delivering world‑class technical support to internal and external customers. The role leads a team that provides support through telephone, online helpdesk, and live chat, while fostering a culture of innovation and continuous improvement. The team leader champions creative problem‑solving, empowers staff to deliver outstanding support solutions that enhance customer and employee satisfaction, and contributes to a smarter, safer world while upholding the high standards of Axis Technical Services. Weekly activities include team travel, kickoff events, introductory day trips, and opportunities to build strong relationships with colleagues.

Responsibilities

• Lead, coach, and mentor team members, emphasizing continuous learning to enhance skills and performance.
• Manage team performance, including conflict resolution, daily direction, and communication to maintain a high level of service.
• Ensure timely and efficient handling of service requests and evaluate processes for improvement.
• Conduct performance assessments and use them to identify training needs and create individual development plans.
• Gather, present, and analyze metrics to improve operational efficiency and service delivery.
• Assign and coordinate work projects and create team member schedules.
• Act as the main point of contact for escalations and assist in resolving complex inquiries.
• Manage training materials and initiatives, ensuring alignment with team development needs.
• Recruit and onboard new staff, focusing on candidates with high potential.
• Promote a positive, collaborative, and growth‑oriented team culture.

Qualifications

• Demonstrated competency in Business (Business Acumen, Strategic Thinking, Leading Change), People (Develop Yourself, Develop Others, Build Functional Strengths), and Organization (Develop Teams, Enable Cooperation, Ethical Leadership).
• Proven coaching‑oriented leadership style, including leading through periods of change.
• Ability to empower others, hold them accountable, and derive satisfaction from others’ success.
• High level of emotional intelligence, self‑awareness, and resiliency.
• Capability to solve problems and collaborate cross‑functionally with other departments to meet team objectives.
• Self‑starter with strategic thinking skills.
• Minimum of a bachelor’s degree or equivalent experience in computer science or related IT field.
• Five or more years of professional experience in a service or support environment.
• Two or more years of people‑leadership experience (external posting).
• Experience within the IT and/or security industry (valued).
• Experience with Salesforce and other support ticketing systems.
• Presentation and people‑engagement skills.
• Data analysis and interpretation abilities.
• Understanding of proactive customer engagement.

Shift & Travel & Physical Demands

Shift: 11:30 a.m. to 8:00 p.m. (including a 10–15% expected travel time, which may include international travel). Spanish language is a plus.

Physical demands: Employee may be required to lift 20–25 lbs occasionally. Reasonable accommodations will be made for individuals with disabilities to perform essential functions.

Pay

Approximate pay range for this location and position is $85,000–95,000 annually. Actual compensation will depend on qualifications, experience, skills, and the work location within the state.

Benefits

• Employer‑offered training and tuition reimbursement to help you grow and develop.
• Health, dental, vision, and fitness/health and wellness programs that support the whole you.
• Paid parental leave and dependent‑care reimbursement to support parents and children.
• Generous vacation benefits and a 3‑week sabbatical on your fifth‑year anniversary (and every five years thereafter).
• 401(k) program with employer matching to prepare for retirement.