Support Professional Team Lead

About the role

The Support Professional Team Lead acts as a senior technical resource for Technical Support Professionals, guiding them through complex issues and ensuring high‑quality service delivery.

Key responsibilities

• Provide expert guidance and troubleshooting for complex technical problems that frontline support cannot resolve.
• Review case details, give feedback, and work cases to resolution while communicating outcomes to support staff.
• Escalate unresolved issues to appropriate customer or vendor departments and publish new troubleshooting procedures.
• Maintain and coordinate help‑desk documentation in the internal Wiki.
• Communicate with corporate customer accounts and keep managers informed of serious or ongoing issues.
• Participate in weekly meetings to review SLAs, open calls, and performance concerns.

Required profile

• Strong technical capacity with the ability to solve a range of problems.
• Excellent problem‑solving, multi‑tasking, and time‑management skills.
• Professional communication, both written and verbal, with a customer‑focused attitude.
• Reliability in attendance and punctuality, and the ability to work under pressure.
• Coachability and openness to feedback for continuous improvement.