Technical Support Team Lead

Technical Support Team Lead C Squared Systems

LLC - 2.9

Auburn, NH Job Details 1 day ago Qualifications Supervising experience Team management Decision making Computer networking Linux Escalation handling

Full Job Description Technical Support Team Lead, Technical Support Location:

Auburn, NH Level:

Experienced/Non-Manager Position Overview C Squared Systems is currently seeking a Technical Support Team Lead to assist in the leadership and operational oversight of the NOC/Technical Support Team. The successful candidate will support the Technical Support Manager by helping to coordinate daily operations, monitor team performance, ensure SLA compliance, and drive consistency across support and remote monitoring activities related to SitePortal® and customer wireless/DAS venues. This role serves as an extension of the Technical Support Manager , providing leadership presence, decision support, and operational ownership during day-to-day activities. The Support Team Lead will act as a primary escalation point, oversee ticket flow and incident response, contribute to reporting and process improvement efforts, and ensure effective communication across teams. Responsibilities include, but are not limited to: Assist the Technical Support Manager with day-to-day management of support operations , including oversight of ticket queues, monitoring activities, and incident response. Provide operational leadership to the Technical Support Team, ensuring work is prioritized appropriately and aligned with SLA and business requirements. Act as a primary escalation and decision point for high-priority, wide-impact, or time-sensitive customer issues. Monitor and enforce SLA adherence , response times, and follow-up standards across support and monitoring activities. Coordinate workload distribution and coverage to ensure consistent support during business hours and critical events. Provide direction, guidance, and mentoring to team members to ensure performance expectations and operational standards are met. Identify, track, and manage critical customer issues through resolution, including communication, coordination, and follow-up. Serve as a liaison between Technical Support and internal teams such as Development, DevOps, and Quality Assurance to facilitate timely resolution of issues. Assist with developing, refining, and enforcing support processes, workflows, and operational documentation . Contribute to operational reporting , including support effectiveness, incident trends, SLA risks, and recurring issues. Participate in post-incident reviews and assist with identifying corrective and preventative actions. Ensure customer communications are timely, accurate, and consistent. Handle customer information, including PII, in a security-conscious manner. Meet deadlines and work additional hours as required to support business needs and SLA-driven incidents.

Requirements:

Degree in Computer Science, IT, Engineering, or a related technical discipline, or equivalent work experience. 5+ years of experience in technical support, NOC, or software support environments. Demonstrated experience in a lead, senior, or acting supervisory role within a support organization. Strong understanding of support operations, escalation management, SLA-driven environments, and customer-impact prioritization. Working knowledge of networking, Linux-based systems, and software support concepts sufficient to guide and assess technical work. Proven ability to provide direction and make operational decisions in the absence of direct managerial authority. Strong organizational skills with the ability to manage competing priorities and maintain operational visibility. Excellent written and verbal communication skills. Ability to work independently while aligning with management direction and business objectives. Flexibility and stress tolerance are key to success in this role. Role Scope Clarification This position does not include formal people management responsibilities such as hiring, performance reviews, or disciplinary actions. However, the Support Team Lead is expected to act on behalf of the Technical Support Manager for day-to-day operational decisions, escalation handling, and coordination as required.