Support Team Leader Job Description
Support team leader
provides specific subject matter expertise to Mortgage and Consumer team members regarding technology systems (including NetOxygen and RealEC), policies and procedures, products, programs, pricing and regulatory compliance issues.
Support Team Leader Duties & Responsibilities
To write an effective support team leader job description, begin by listing detailed duties, responsibilities and expectations. We have included support team leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Transactional maintenance (pricing, contracts, conditions, customer master file)
Test products and procedures to establish functionality and effectiveness
Engage with key stakeholders HR Business Partners and Employee Relations team to review delivery of service, plan resource requirements and identify opportunities for improvement
Conducts monthly audits of key tasks payroll, terminations
Monitor, manage and ensure call handling standards are met / exceeded on a daily basis (individual & team) with ongoing root-cause analysis on gaps identified (G.O.S., Abandon rate, Average Talk-Time, effective scheduling, cross-training and product knowledge needs)
SaaS application deployments and troubleshooting
Deploying new releases, upgrades, and new clients on the Watson Health Cloud environments
After hours / weekend support may be required
To provide leadership, coaching and direction to staff performing incident and service request management for internal business partners
To provide leadership and active performance management through weekly coaching, Monthly/Quarterly feedback and ongoing support for development planning and employee enablement
Support Team Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Team Leader
List any licenses or certifications required by the position: ITIL, CECRL, B2, MLT, TPM, CCNP, CCNA, ICD, V3, CPR
Education for Support Team Leader
Typically a job would require a certain level of education.
Employers hiring for the support team leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Performance, Education, Engineering, Computer Science, Management, Business/Administration, Technical, Accounting, Associates
Skills for Support Team Leader
Desired skills for support team leader include:
Products
Buying
Inventory management
Merchandising
Pricing
Regulatory and safety policies and procedures
Network infrastructure and experience in Market Data Distribution platforms
Upstream and regional engineering standards and practices related to the industry
Mortgage
Variety of loan products and program guidelines
Desired experience for support team leader includes:
Escalate customer contacts as necessary
Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations
Continuously participate in projects involving
A track record of managing performance and coaching others
Make informed decisions by soliciting feedback and assessing risk
Guide the team on starting and completing projects to assure they meet deadlines
Support Team Leader Examples
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Support Team Leader Job Description
Job Description Example
Our innovative and growing company is hiring for a support team leader. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for support team leader
- Liaise with fund managers on corporate action elections
- Ensure best practice for administration and record keeping is maintained
- Liaise with internal and external auditors on queries and testing
- Emerging risks are identified, assessed and captured within the departmental risk register and, where appropriate, subject to escalation to senior management
- Operational controls are carried out in accordance with the laid down business policies and procedures
- Actions for control improvements are dealt with in accordance with agreed timescales
- Daily management, performance feedback, coaching and professional development of a team of 12 - 15 geographically diverse associates
- Support department performance goals and business objectives
- Requires excellent communication skills, flexibility, and solid decision-making skills
- Perform hardware & software troubleshooting in accordance with documented requirements & departmental standards to ensure technically accurate solutions
Qualifications for support team leader
- Bachelor’s degree or similar qualification in a technical discipline
- Must be a self-starter, self-learner, and have resourcefulness that puts MacGyver and Olivia Pope to shame
- Should feel brave leaping into the unknown and always be able to ask why
- Experience with writing SQL Queries incl
- Minimum of three years experience in similar industry
- Master degree in Education or in a field relevant to the project such as, for instance, Human Resource Development, Management, Development Policy
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Support Team Leader Job Description
Job Description Example
Our growing company is looking for a support team leader. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support team leader
- Provide assistance and necessary resources to operating teams
- Participate in the growth of the company by leading teams in the use of standards, manufacturing excellence
- Create and provide technical leadership within a team-oriented workplace
- Ensure the proper use of various tools from the quality system (specification, validation, PTP, ) and manufacturing excellence tools (HMEX)
- Taking a lead within the team to drive continuous improvement and safeguard best practice
- Ensure accurate tracking of medical devices via Quickbase
- Support other related Service Support Specialist activities as it related to Contracts, instrument or backlog
- Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns
- Facilitate your team to assist customers in detecting technical issues with channel related services and will use your extensive experience and knowledge to diagnose, prioritize, advise and resolve technical problems
- Facilitate your team to help set-up clients on the new channel and related services and take responsibility and coordinate the end-to-end administrative process
Qualifications for support team leader
- Ability to draft clear and concise reports, proven by one sample technical paper or analytical report, of which the expert was the lead author
- Command of Azerbaijani, Turkish or Russian would be an asset
- Minimum 10 years, and preferably 15 years, of professional experience, of which at least 3 years living and working abroad
- Experience managing a team of experts, co-ordinating highly complex activities and liaising with EU institutions or other donors, demonstrated by at least one project of minimum three years duration where the key expert was team leader
- 5 years’ experience in VET governance or management
- 3 years’ experience with reforms in the VET sector
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Support Team Leader Job Description
Job Description Example
Our company is growing rapidly and is looking for a support team leader. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support team leader
- Responsible for delivering in accordance with SLA (our promise to the customer)
- The team manager will coach on the quality of work at his / her employees
- Have a sharp eye for recurring support questions which can be prevented
- Monitor work product and workflow to ensure team produces quality legal work product in a timely fashion
- Support the Legal Office Manager with monitoring performance and evaluating results
- Orient new administrative staff to office and jurisdictional specific procedures
- Maintain a regular work assignment in supporting attorneys through data entry in internal databases and generating and formatting standard legal documents
- Ability to provide constructive feedback to aid in personal development, through 1-1’s and mentoring
- Background in structured support environment
- Facilitate cross-functional teams comprised of high-level associates to execute strategic initiatives commissioned by officers of the company
Qualifications for support team leader
- Experience in project cycle management, with ability to manage and oversee all steps of the project cycle
- Experience working in Neighbourhood countries or the Instrument for Pre-Accession Assistance (IPA) countries is an advantage
- Must be a self-starter and learner
- Self-motivated and personally accountable
- Role is primarily onsite at the GTIC
- Training in Business Process Improvement (BPI) and experience using this methodology is preferred
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Support Team Leader Job Description
Job Description Example
Our innovative and growing company is looking for a support team leader. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support team leader
- Ensure that project deliverables are produced within established time frames, and proactively work to overcome project issues
- Leverage the specialized skills of team members
- Plan and oversee the work of consultants and other suppliers/vendors
- Build a strong team environment on assigned projects
- Efficiently organize information to reduce the time and effort required for the team to make decisions
- Work proactively to identify and mitigate project risks
- Facilitate cross-functional teams through complex business exercises such as analyzing business area strengths, weaknesses, opportunities, and threats or making critical decisions using established problem-solving methodologies
- Develop and maintain a basic knowledge of the supermarket industry, including emerging trends, opportunities, threats, and competitor strategies
- Lead change management efforts to positively and proactively address emotions and behaviors resulting from changes that are introduced by projects
- Develop or help develop updates, speeches, presentations, videos and other communications for officers
Qualifications for support team leader
- Series 7 & 66 license is required (or must be obtained within 12 months of hire)
- Ability to multi-task, be flexible, and lead by example
- Proven track record of Dayforce Enterprise account transition to support
- 5+ years of support experience, with at least 3+ years in a senior analyst or lead role in a large account/Enterprise account management experience in a SaaS model
- Proven track record of complex technical incident management and resolution for large enterprise accounts
- Being a customer ambassador who is passionate about creating an amazing support experience
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Support Team Leader Job Description
Job Description Example
Our company is looking to fill the role of support team leader. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support team leader
- Desktop hardware and software
- Passport and Passport Account Management
- RemedyForce service management system
- Online meeting software, used by a wide range of staff throughout the business to attend meetings and demonstrate concepts and software to clients and prospects
- EMMA, Grinder and other internal applications as appropriate
- Passport access issues, Passport Account Management and general troubleshooting
- Leading a team of Customer Support Executives in investigating, resolving & preventing issues that are passed on from Customer Service Advisors
- Provide high caliber support service to Tech Service clients ensuring requests and SLA’s are fully adhered
- Communicating and escalating issues through the correct channels when development work is required
- Managing and processing warehouse requirements including returns daily
Qualifications for support team leader
- Currently providing technical assistance and escalations to the team in the resolution of customer issues through coaching and development
- Ability to master best-in-class tools and training to support Dayforce Enterprise customers
- Deep understanding of productivity mechanisms and proven track record of establishing best practices to ensure service levels and objectives are met
- Deep knowledge of Dayforce Enterprise client landscape to drive process improvements and develop strategies to continually enhance the quality and efficiency of the team
- Prioritizes and manages customer escalations by engaging with customers directly and ensuring appropriate follow up and resolution
- Currently partnering with Dayforce Application Support Triaging, Dayforce Deployment, Dayforce Configuration Management, Dayforce R&D teams ensuring a customer focused view is taken at all times