Team Lead-Support Job Description
Team lead-support
provides guidance, training, coaching and support to team members on the project delivery framework and best practice tools.
Team Lead-Support Duties & Responsibilities
To write an effective team lead-support job description, begin by listing detailed duties, responsibilities and expectations. We have included team lead-support job description templates that you can modify and use.
Sample responsibilities for this position include:
Oversee the preparation of research-based memorandums for business development meetings and events
Effectively coach and develop SPOC associates based on direction from Sr
Resolution of complex account inquiries
Manage conflict and build trust across all Sales channels
Proactively ensure accurate completion of the team’s daily trade notification process with brokers, custodians, and interested third parties
Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team
Ensure the smooth daily functioning of client subscription, assess claims and process them according to the relevant policy's T&Cs
Maintain individuals internal quality level > 95% on a monthly basis
Log and review client complaints and monitor same
Liaise with all partners in order to provide follow up trainings and clarification on operational queries, understanding of policy wording and or working processes
Team Lead-Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Team Lead-Support
List any licenses or certifications required by the position: ITIL, MCSE, MCSA, SCCM, MCDST, CNE, MCP, SAP, SSCA, CE
Education for Team Lead-Support
Typically a job would require a certain level of education.
Employers hiring for the team lead-support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Engineering, Business, Information Technology, Associates, Computer, Information Systems, Business/Administration
Skills for Team Lead-Support
Desired skills for team lead-support include:
Tools used by team members
Production Support framework
UNIX
Application servers like Tomcat
Basic SQL
Best practice support processes
Department/units insurance support jobs and operations
Excel
Experience in driving innovative enhancements to processes and methodologies
Experience of full project life-cycle
Desired experience for team lead-support includes:
Knowledge of Server 2003/2008 operating systems and basic Active Directory functionality a plus
Understanding of technologies including VoIP, TCP/IP
Telecom wiring/hardware knowledge and how to tone/punch down lines
Knowledge of LAN and WAN systems and topology
Ability to interact with internal and external customers to resolve issues
Degree holder in Computer Science or IT related discipline
Team Lead-Support Examples
1
Team Lead-Support Job Description
Job Description Example
Our growing company is looking for a team lead-support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for team lead-support
- Ensures users are provided efficient, effective, and timely support on a 24x7 basis
- Manages end user, internal, escalated, and communications during critical service incidents and problems
- Maintain individual team metrics and use results to help develop individuals and improve team performance
- Communicate regularly with staff through group meetings and individual sessions
- Provide IT technical support to provide quality and timely service to FACILITY customers for a wide range of IT hardware, software and network support
- Using MEDCOM’s Enterprise Service Desk (ESD) Internal Service Request (ISR) system software Remedy, receive call tickets from the Help Desk, adhering to prioritization of calls, updating Remedy tickets with clear and cogent comments regarding tickets and closing tickets in Remedy
- Upload or update at least two “FACILITY specific IT support” documents or “step-by-steps” to in-house FAQ repository or Remedy Knowledge Base
- The FACILITY Help desk currently completes 13,000 tickets per year
- Selecting, training and motivating the team of Recruiting Support colleagues (team sizes expected between 5 and 10)
- Providing guidance to Recruiting Support Coordinators and helping them achieve their objectives
Qualifications for team lead-support
- 7+ years of experience, including at least 2 years of management or team lead experience
- Demonstrated ability in leading individuals with varying experience levels
- Strong communication skills, both written and verbal, and proven ability to liaise with senior leaders to build strong relationships and work in a collaborative environment
- Ability to work under pressure with multiple deadlines and a sense of urgency, and escalate as necessary and expeditiously
- Possess client-first mentality
- Demonstrate a solid proficiency in exchange-traded and marketable assets and possess strong knowledge of market mechanics, familiarity with equities, fixed income, derivatives, mutual funds and currencies a plus
2
Team Lead-Support Job Description
Job Description Example
Our company is hiring for a team lead-support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for team lead-support
- Develop training plans/programs of direct subordinates to promote the development of staff for the benefit of the company
- Collaborate with non-I.T
- This position will perform cross functions and must be knowledgeable on cross platforms
- Create a continuous improvement environment by providing input and best practices recommendations regarding improvements to processes/procedures to customer service activities
- Participate in the recruiting and hiring of new Service and/or Parts Technical Specialists
- Get/ maintain the skills to functionally master applications assigned to you (ERP, Expense mgmt.)
- Providing assistance to Support Desk and support junior members in the team
- Provide coaching as esculation support for application issues
- Performs daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Support staff
- Technical support team lead of 1st and/or 2nd line support technicians
Qualifications for team lead-support
- 3+ years escrow processing experience
- Must possess A+ certification
- Provide guidance to the team on managing high severity issues, communication, prioritization of issues, process definition and adherence configuration management, rollout, , work with key stakeholders in the business, development, and IT platform teams to resolve any bottlenecks, provide advice on resiliency, quality, stability, and performance
- The individual will be engaged in managing the overall Support for the CBDM suite of applications
- This role demand individual to make sure all tools and platform are available across different time zone and any issues raised by business needs to be addressed effectively
- Technical Bachelor’s degree and a minimum of 2 to 5 years of related experience
3
Team Lead-Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a team lead-support. 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 team lead-support
- Flag behavioural performance to Line Manager which is impacting Customer Experience
- Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
- Daily DSAT Analysis flagging key focus areas to Line Manager
- Liaise with Learning and Development to identify training needs and support new hires
- Reporting to Madrid CS Supervisor with a dotted line to the UK Quality & Process Lead
- Call calibration with UK Quality & Process Lead to ensure alignment across all UK teams
- Inspire and motivate agents
- Participate in statewide teams as needed
- Interact extensively with the Business Intelligence PM, the Workforce Strategy PM, our key legal stakeholders, and the GSO lead to strongly ensure progress is made on key team initiatives and goals
- Partner with internal groups as necessary to implement IP’s strategy and manage stellar team results
Qualifications for team lead-support
- Demonstrate advanced research and critical thinking skills at the level of the Army Concept Framework (Army Capstone, Operating, Functional and Operational & Organizational Concepts)
- Extensive writing skills and demonstrate experience articulating complex issues and topics in writing
- Communicate in verbal and written form using the Army writing style, in accordance with AR 25-50
- Experience with Murex or other trading platform technologies is preferred
- Experience with supporting Linux and Oracle based solutions is preferred
- Experience working within the financial industry is a must
4
Team Lead-Support Job Description
Job Description Example
Our innovative and growing company is hiring for a team lead-support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for team lead-support
- Responsible for interviewing, hiring, training, developing, advancing, and managing performance of direct reports
- Provide technical support for enterprise customers
- Develop a deep understanding of the customers product
- Provides guidance to team members regarding work procedures, technical issues, work priorities, and customer interactions
- Determines work requirements & priorities of Production Support team members
- Ensure faster closure of tickets through doing follow-ups with support groups and with users
- Mentoring and training of current and new members of Production Support team
- Serve as an escalation point for Business Units for high impact support issues
- Manage a pending of accounts in accordance with Company guidelines and procedures
- Preparing reports as requested to support the Underwriting Support responsibilities
Qualifications for team lead-support
- Deep knowledge of data structures and ability to apply best practices to client data integration and existing client databases
- Exceptional work ethic, ability to perform under pressure, meet deadlines and ability to build effective working relationships with others inside and outside the organization
- Demonstrated success leading technical conversations, and interacting with multi-disciplined teams including operations, development, QA, product management, executives, tier 2 support and account teams
- Strong knowledge with Object Oriented programming (i.e., Perl, Java, .) is a plus
- Ability to communicate technical issues to business leaders to communicate contact drivers to engineers (written and verbally)
- Associates Degree in Information Systems Management
5
Team Lead-Support Job Description
Job Description Example
Our company is growing rapidly and is looking for a team lead-support. 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 team lead-support
- Oversee Change management processes and provide approvals
- Ensure monitoring alerts and dashboard are enabled and functioning properly
- Prepare SLA reports on a monthly, quarterly, basis
- Participate in Disaster Recovery
- Participate in Audit Reviews
- Ensure OSI is up-to-date
- Ensure Run book is up-to-date
- Actively participate and/or lead team meetings and offer recommendations on guidance to resolve customer issues
- Manage case workflow to CoE Analysts and ensure Just In Time territory assignment and SLAs
- Identify points of escalation and formulate quick and effective resolutions
Qualifications for team lead-support
- Capable of working well in a team environment
- Team player with ability to manage multiple people from different background projects simultaneously
- Attention to detail in problem resolution
- Minimum 2 years recent experience and knowledge of PCs/software/LIS/networking/database management
- Experience in remote troubleshooting of instrumentation / IT hardware
- Minimum of two years’ experience in IT specifically, demonstrated knowledge of installation and support of Microsoft Windows Desktop Operating Systems (2000, XP and 7) required or in a related field