Technical Team Lead - Remote

Overview

The Technical Team Lead at Darkhorse Tech will provide guidance and support to service technicians, ensuring exemplary customer service and driving team performance.

In Short

• Lead and support a team of service technicians.
• Serve as the primary point of contact for technician queries.
• Manage high-priority escalations effectively.
• Monitor ticket resolution and provide guidance.
• Drive customer satisfaction and service KPIs.
• Schedule and lead bi-weekly team meetings.
• Collaborate with dispatchers for efficient ticket flow.
• Provide additional support during busy periods.
• Foster a supportive team environment.
• Ensure timely and quality service delivery.

Requirements

• 1-2 years of tech support experience required.
• 1-2 years of leadership experience in IT required.
• Experience in an MSP environment preferred.
• NOC experience preferred.
• Strong troubleshooting and problem-solving skills.
• Knowledge of PC hardware and Windows applications.
• Familiarity with Cisco networks.
• Ability to multitask and work independently.
• Excellent organization and attention to detail.
• Bachelor's degree in IT or Computer Science preferred.

Benefits

• Opportunity to lead a dynamic team.
• Work in a supportive and collaborative environment.
• Engage with cutting-edge technology in the Dental IT field.
• Flexible remote work options.
• Professional growth and development opportunities.