Technical Support Team Lead

Flexential Corp.

Denver (CO)

On-site

USD 75,000 - 80,000

Full time

4 days ago

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Benefits offered by this job

Medical

401(k)

HSA & FSA

Life & AD&D

Disability insurance

PTO

Leave of Absence

EAP

Wellness Program

Rewards & Recognition

Job summary

Flexential is seeking a Supervisor, Technical Support in Denver, CO to lead day-to-day operations, coach staff, and ensure a world-class support experience for customers. You will drive ticket routing, monitor performance, and coordinate staffing to meet service levels.

This hands-on leadership role partners with managers to improve processes, develop team members, and communicate objectives. You’ll manage onboarding, schedules, outages communications, and act as the primary escalation point for

Qualifications

2 to 5 years of experience in quality control, staffing, delegation, performance management, and team building.
Demonstrated ability to coach employees and provide constructive feedback.
Strong knowledge of IT best practices, policies, and procedures.
Excellent problem-solving and decision-making under pressure.

Responsibilities

Drive responses to customer cases and ensure proper ticket routing.
Monitor, motivate, and document team performance, punctuality, professionalism, and adherence to policies.
Document disciplinary issues and provide consistent feedback through one-on-one meetings.
Partner with managers to develop and improve processes and procedures.
Champion first call resolution, team efficiency, and project status updates.
Communicate team objectives, progress, and operational updates.
Ensure onboarding and training of new hires.
Create and manage team schedules and handoffs between shifts.
Serve as primary escalation point for outages and coordinate outage communications.