Technical Support Team Lead & Coach

DNP Imagingcomm America Corporation; Concord (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

DNP Imagingcomm America Corporation in Concord, NC is seeking a Technical Support Team Lead to guide daily operations, mentor staff, and coordinate cross-functional service delivery across supported products and channels. You will escalate complex issues, monitor queues and SLAs, and drive process improvements while enabling a positive customer-focused culture and ongoing staff development.

This leadership role requires strong communication, analytical skills, and the ability to balance multiple

Qualifications

• 3+ years in customer service or support operations.
• Previous leadership or supervisory experience.
• Experience with CRM, ticketing, reporting, and knowledge management systems.
• Proficient in Microsoft 365 apps (SharePoint, Excel, Word, Teams, Power BI).
• Strong leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide daily leadership, coaching, and support to the team.
• Escalate complex issues to management as needed.
• Monitor support queues, aging, and workload distribution.
• Review escalations and service level concerns for improvement.
• Support onboarding and employee development initiatives.
• Coordinate with cross-functional teams to resolve delays.
• Maintain knowledge resources and SOPs.

Skills

Customer service leadership

CRM experience

Ticketing systems

Knowledge management

Microsoft 365

Communication skills

Multi-priority management

Tools

SharePoint

Excel

Word

Teams

Power BI

Job description

DNP Imagingcomm America Corporation in Concord, NC is seeking a Technical Support Team Lead to guide daily operations, mentor staff, and coordinate cross-functional service delivery across supported products and channels. You will escalate complex issues, monitor queues and SLAs, and drive process improvements while enabling a positive customer-focused culture and ongoing staff development.

This leadership role requires strong communication, analytical skills, and the ability to balance multiple