Sr. Team Lead, Technical Support (Fusus)
Peachtree Corners, GAAll locationsPeachtree Corners, GAAtlanta, Georgia, United States On-site
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About the role
As a Technical Support Team Lead, you will provide day-to-day technical and operational leadership for a group of support specialists, ensuring consistent, high-quality troubleshooting and customer issue resolution. While not a people manager, this role carries indirect responsibility for performance through workflow coordination, escalation support, mentoring, and best-practice guidance. You will act as a senior technical resource and coach, helping the team resolve complex issues efficiently, improve processes, and meet service-level expectations. As a Technical Support Team Lead, you will provide day-to-day technical and operational leadership for a group of support specialists, ensuring consistent, high-quality troubleshooting and customer issue resolution. You will act as a senior technical resource and coach, helping the team resolve complex issues efficiently, improve processes, and meet service-level expectations.
What you'll bring
- Embodies an #OWN IT mindset when it comes to helping customers and solving complex problems
- Excellent verbal and written communication skills
- Proficient with Windows operating systems, mobile devices and cloud-based solutions
- Strong interpersonal and communication skills, including excellent listening, conflict resolution and customer empathy
- Ability to articulate at a technical level appropriate to the circumstance – i.e. for clients with varying levels of IT knowledge and skillset
- Ability to manage competing priorities and adapt to changing environments
- Self-driven, able to take ownership, work independently and manage key stakeholder needs
- Bachelor’s Degree or working toward a college degree in a technical discipline
- 2-3 years’ leadership experience in a tiered technical support environment
- Experience with security camera systems, VMS, DVR, and NVR solutions is strongly preferred
- Certifications such as Network+, Security+, Linux+
- Experience in Axon applications (Salesforce, MS Dynamics, JIRA, Vonage CCaaS