Technical Support Team Lead

Flexential Corp.; United States; Remote; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical

Telehealth

Dental

Vision

401(k)

HSA

FSA

Life Insurance

AD&D

Short/Long Disability

PTO

Leave of Absence

EAP

Wellness Program

Rewards Program

Job summary

Flexential Corp. is seeking a motivated Supervisor, Technical Support to lead day-to-day operations, coach teams, and drive process improvements in a fast-paced environment. You will oversee onboarding, scheduling, and performance metrics while ensuring high-quality customer service and incident management.

The role emphasizes hands-on leadership, cross-functional collaboration, and continuous development of staff through feedback and training opportunities.

Qualifications

• 2 to 5 years of experience in quality control, staffing, delegation and performance management.
• Experience in team building, employee coaching and feedback.
• Strong knowledge of IT best practices, policies and procedures.
• Excellent organizational, time management and project planning skills.
• Excellent problem-solving, critical thinking and decision-making under pressure.
• Experience resolving customer and internal conflicts.
• Excellent verbal and written communication, phone etiquette, writing and active listening.
• Strong attention to detail and work ethic.
• Strong customer service and interpersonal skills.
• Ability to influence, lead and coach others.
• Ability to collaborate to resolve cross-shift roadblocks.
• Positive attitude with a team-first mindset.

Responsibilities

• Drive responses to customer cases and ensure proper ticket routing.
• Monitor, motivate, and document team performance, punctuality, professionalism, and policy adherence.
• Document disciplinary issues and provide feedback through one-on-one meetings.
• Partner with managers to develop and improve processes and procedures.
• Champion first call resolution and team efficiency metrics.
• Communicate team objectives and progress to stakeholders.
• Oversee onboarding and training of new hires; create team schedules.
• Manage workload handoffs between shifts for seamless customer experience.
• Serve as escalation point for outages and coordinate outage communications.

Skills

Quality control

Staffing

Delegation

Performance management

Team building

Employee coaching and feedback

IT best practices

Organizational skills

Time management

Project planning

Problem-solving

Communication skills

Conflict resolution

Team leadership

Cross-shift collaboration

Customer service

Tools

Remote Desktop

SSH

FTP

Microsoft Server Technologies

VMware

Linux/Unix

VLANs

ACLs

IP Subnets

Networking

Fortigate

Cisco ASA

Disaster Recovery

Job description

Flexential Corp. is seeking a motivated Supervisor, Technical Support to lead day-to-day operations, coach teams, and drive process improvements in a fast-paced environment. You will oversee onboarding, scheduling, and performance metrics while ensuring high-quality customer service and incident management.

The role emphasizes hands-on leadership, cross-functional collaboration, and continuous development of staff through feedback and training opportunities.